Customer Onboarding Specialist

Advantage Tech is searching for a Customer Onboarding Specialist to join their client's team in Kansas City.

The Customer Onboarding Specialist (COS) is responsible for making outbound and receiving inbound calls to our Medicare Advantage clients.  The primary focus of the position is to increase our placement rate.  Hence, the role requires the ability to build rapport, educate our clientele, answer questions clearly, and focus on issue resolution.  The COS also must be able to ensure that our clients’ applications are completed accurately.  If applicable, the COS will introduce and offer the option of exploring Value Based Care (VBC) as a health coverage option.  Lastly, the COS is responsible for conducting a Health Risk Assessment (when applicable) with our clients.  Due to the nature of this business, the position may require the COS to make calls and efforts outside the intended scope of the role.  This position is detail oriented, requires effective time management, and relies on delivering an exceptional customer experience.

REPORTS TO

The Customer Onboarding Specialist reports to the Manager, Customer Onboarding Specialists in the Customer Experience department.

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to :

Make outbound calls to an assigned portion of the agency book of business in order to offer assistance to those with a recently submitted application.

Verify that the client information was inputted correctly on the application.

Provide answers to customer questions that cover a range of topics in the Medicare Supplement / Advantage spectrum.

Ensure clients are satisfied with the plan they selected.

Conduct Health Risk Assessment (HRA) survey, when applicable and agreed upon.

Introduce and offer Value Based Care (VBC) as a health coverage option, if applicable.

Simultaneously navigate multiple systems while conducting consumer calls.

Complete case management tasks (i.e., create, document, close, etc.) in Salesforce.

Create a case for the original sales agent to get involved if issues arise or the client seems uncertain about the plan.

Set follow up call appointments for clients that are unable to talk at the moment.

Follow up with any client call backs, emails, or voice messages.

Meet department goals and key performance indicators, including monthly occupancy rates.

Attend and contribute to regularly scheduled and ad-hoc team meetings and training sessions.

Deliver a consistent and exceptional customer experience by maintaining a positive, empathetic, and professional attitude toward customers at all times.

Perform other duties and responsibilities as assigned.

Behaviors

The Client  behaviors are listed below :

Be Aware (Emotional Intelligence)

Be Open & Honest (Communication)

Be a Team Player (Teamwork and Collaboration)

Be Accomplished (Drive for Results)

Be the Example (Develop Self & Empower People)

Be Forward Thinking (Strategic Thinking)

Be a Problem Solver (Continuous Improvement)

POSITION REQUIREMENTS

The requirements to fulfill this position are as follows :

Education / Experience :

Skills / Specialties :

Certifications / Licenses :

High School diploma or equivalent

Minimum of one (1) year  pre-sales or customer service experience

Previous experience working in the Medicare health insurance industry, preferred

Must demonstrate a passion and the ability to deliver an exceptional customer experience

Adaptable to new technology

Strong attention to detail and accuracy with excellent written, verbal, and interpersonal communication skills

Ability to work in a fast-paced team environment while simultaneously managing and prioritizing multiple projects with strict deadlines.

Health & Life Insurance License preferred