Member Services Escalation Specialist

Ametros is a collaboration of insurance and healthcare professionals with a vision to revolutionize how medical care and healthcare payment processing is coordinated for patients, insurance payors, and providers with cutting edge technology, continuous innovation, and world class service enabling those seeking care to live happier, healthier, and more productive lives. Our depth of expertise in the insurance, healthcare, financial services and software industries has positioned us to develop the best product in the marketplace for managing medical treatment, ensuring regulatory compliance, and solving complex billing and payment issues in the healthcare world. Our patented card and systems allow injured workers (our Members) to receive medical treatment seamlessly and gain access to cutting-edge billing support, while remaining in compliance with Medicare and other regulatory requirements. The ideal candidate will enjoy a fast-paced, innovative environment that emphasizes individual accountability with the support of a team structure. For more information about Ametros please visit www.ametros.com to learn more!

The Ametros team is made up of critical-thinkers, innovators and ambitious professionals who are driven towards success by leveraging innovative approaches and technology in the insurance and healthcare services sectors. Our company is extremely passionate and dedicated to providing superior service. If you thrive in a fast-paced innovative environment that emphasizes individual accountability with the support of a team structure, come join us!

The Opportunity:

We are seeking a Voice of the Customer Specialist to be primarily responsible for researching and resolving escalated member interactions and/or complaints. The VoC Specialist must have a strong desire to find resolutions for our members. This person will also identify and recommend ways in which our Member Care team can further build connections and provide customer service through empowerment and ownership.

Your Day-to-Day:

• Manage assigned casework of escalated member interactions and/or complaints in Microsoft Dynamics and other systems by reviewing account history, notes and documentation and providing members with the appropriate follow-up.
• Handle incoming call volume to the complex case specialty phone line.
• Address and resolve challenging or difficult situations within established turnaround timelines, while maintaining proper documentation in our platforms.
• Demonstrate proficiency in problem-solving and thinking critically when it comes to resolving member complaints.
• Communicate effectively with members, as well as internal team members and managers who can help with escalated cases.
• Ensure familiarity with the most up-to-date policies and procedures, as well as recognize potential additions or modifications to these as needed.
• Share opportunities for learning and development with management and other team members.

What you bring to the team:

• 2+ years’ experience in an inbound/outbound call center environment, with a focus on complex or escalated call management.
• Passion for helping other people and finding the best possible resolutions for our members.
• Excellent written and verbal communication skills.
• Experience working in Microsoft Office and CRM Systems, including, but not limited to Microsoft Dynamics or Salesforce.
• Ability to actively listen to members and think critically to identify solutions.
• History of success in tracking and managing multiple escalations at once, with providing follow up with members in a timely manner.
• Ability to work in a fast-paced and quickly evolving office environment.

Why Ametros? We are rooted in the belief that caring for our people – members, clients and employees, is a top priority. The Ametros culture provides both an exciting and rewarding place to grow your career while making a difference to those we call members. You will be encouraged from day one to be a vital piece of our puzzle to revolutionize the healthcare industry. Our employee’s actions are guided by the three simple concepts of the Ametros Words We Work by: Evolve, Care, and Collaborate.We offer a comprehensive benefits package including:

• Medical, dental, vision, supplemental plans, and flexible spending accounts
• 401 (k) plan with employer match
• Generous paid time-off and holidays
• Company Paid Short-term disability, Long-term disability and Life Insurance plans
• Common Sense Casual Dress Code
• Located just outside of Boston, our home office is located in Wilmington, MA and easily accessible from multiple routes unlike traveling in the Boston traffic
• Our home office has building amenities such as a cafeteria that serves breakfast and lunch as well as multiple fitness areas free to you as an Ametros Employee

In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry. Diversity, inclusion and belonging brings us closer to our members, employees and the communities we serve. Working for Ametros, you can go home at night feeling good about what you do every day. Whether it is working directly with our members, educating our clients or providing support to our team; you will be part of something bigger to help our members live happier, healthier and more productive lives.Ametros is an Equal Opportunity Employer.