Customer Experience Coordinator

**MUST BE WILLING TO PHYSICALLY WORK NEAR SUNRISE, FLORIDA, 33323**

The Community Care Plan 2024 Summer Internship program will run for 8 to 10 weeks. There will be two start dates May 13th or June 3rd.

Position Summary:

The position of Customer Experience Intern at Community Care Plan will gain experience in processing incoming and outgoing service calls. Additionally, the person will learn healthcare benefits and terminology while welcoming new enrollees to our plan.

Essential Duties and Responsibilities:

• Learn basic understands the managed care philosophy and the company’s products.
• Assists by responding to member and provider phone calls/inquiries, questions and concerns.
• Accurately document member and provider contacts in the computer system.
• Responsible for ensuring that members receive accurate and complete information.
• Communicates effectively and professionally with members and providers
• Screen telephone calls and directs to the appropriate area or person as necessary.
• Processes returned mail for the Customer Experience department and attempts outreach to members to obtain updated demographic information.
• Conducts new member welcome calls for all new MMA enrollees.
• Provides clerical support for the department leaders.
• Provides back up to call center when needed.
• Performs mails outs for multiple lines of business as needed.
• Establishes and maintains effective working relationships with administrative staff, co-workers, and members.
• Communicates with other departments and management to resolve problems and expedite work.
• Performs other related duties as assigned.
• Maintains confidentiality per HIPPA guidelines.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Skills and Abilities:

• Experience with Microsoft applications such as Excel and Word
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Time management skills.
• Ability to work independently.

Work Schedule:

As a continued effort to provide a safe and productive work environment, Community Care Plan is currently following a hybrid work schedule. Staff are able to work from home 3 days a week and will report to the office 2 days a week. *****The company reserves the right to change the work schedules based on the company needs.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is frequently required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 15 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office, travel to other offices, as well as domestic, travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

We are an equal opportunity employer who recruits, employs, trains, compensates and promotes regardless of age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We are committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion.

• Must be resourceful, self-motivated, customer-focused, and able to work on a team
• Excellent interpersonal, written, verbal, and listening skills for communication with great phone presence
• Good organization skills and capability to multi-task
• Ability to pay close attention to detail
• Proficient in Microsoft Office