Now Hiring - Professional Services Sales Support Specialist in Baltimore, MD

Position Summary

Entry level, Agent Support Representative to respond to sales agent and prospective member inquiries, whether of a substantive nature, a procedural nature, or both. The position provides customer service to all inbound calls as well as making outbound/outreach calls when necessary.

Essential Duties and Responsibilities

· Complies with HIPAA/PHI regulations in all interactions with internal (representative from other departments) as well as external (agents and members).

· Ability to meet the minimum QA audit scoring criteria.

· Attends to inbound calls to assist with any appropriate information about eligibility, network access, benefit, and workflow questions.

· Documents details of all calls in the appropriate system and preforms follow up, when/if necessary.

· Provides expertise and customer service support.

· Meets and maintains tardiness and attendance standards set by department policy.

· Support campaigns that impact favorable outcomes for STARS and HEDIS measures.

· Performs other duties as assigned.

Education, Experience and Qualifications

· High School diploma or equivalent.

· 1-3 years’ customer service experience

· Intermediate level experience with MS Office, Customer Relationship Management Systems (CRM)

· Exhibits the highest standards of personal ethics and integrity, taking accountability for actions and treating everyone with respect and fairness.

Knowledge, Skills and Abilities

· Ability to handle and resolve customer conflict in a professional manner

· Ability to handle sensitive and confidential matters

· Strong verbal and written communication skills

· Strong organizational skills

· Customer advocacy with unyielding focus and delivering favorable member experience with a passion for building relationships that lead to engaged long-term membership

· Ability to handle multiple platforms at high volumes

Physical Requirements

· Please see Exhibit A

Computer Skills

· Substantial knowledge of Microsoft Office including Outlook, PowerPoint, Excel and Word.

Affirmative Action/EEO statement

The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Exhibit A

Checklist: Job Analysis/Job Description Physical Activities

Physical Activities

Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like.
☒ Never ☐ Occasionally ☐ Constantly

Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.
☒ Never ☐ Occasionally ☐ Constantly

Remaining in a stationary position, often standing or sitting for prolonged periods.
☐ Never ☐Occasionally ☒ Constantly

Moving about to accomplish tasks or moving from one worksite to another.
☒ Never ☐ Occasionally ☐ Constantly

Adjusting or moving objects up to 15 pounds in all directions.
☐ Never ☒ Occasionally ☐ Constantly

Communicating with others to exchange information.
☐ Never ☐ Occasionally ☒ Constantly

Repeating motions that may include the wrists, hands and/or fingers.
☐ Never ☐ Occasionally ☒ Constantly

Operating machinery and/or power tools.
☒ Never ☐ Occasionally ☐ Constantly

Operating motor vehicles or heavy equipment.
☒ Never ☐ Occasionally ☐ Constantly

Assessing the accuracy, neatness and thoroughness of the work assigned.
☐ Never ☐ Occasionally ☒ Constantly

Environmental Conditions

Low temperatures.
☒ Never ☐ Occasionally ☐ Constantly

High temperatures.
☒ Never ☐ Occasionally ☐ Constantly

Outdoor elements such as precipitation and wind.
☒ Never ☐ Occasionally ☐ Constantly

Noisy environments.
☐ Never ☒ Occasionally ☐ Constantly

Hazardous conditions.
☒ Never ☐ Occasionally ☐ Constantly

Poor ventilation.
☒ Never ☐ Occasionally ☐ Constantly

Small and/or enclosed spaces.
☒ Never ☐ Occasionally ☐ Constantly

No adverse environmental conditions expected.
☒ Never ☐ Occasionally ☐ Constantly

Physical Demands

Sedentary work that primarily involves sitting/standing.
☐ Never ☐ Occasionally ☒ Constantly

Light work that includes moving objects up to 20 pounds.
☐ Never ☒ Occasionally ☐ Constantly

Medium work that includes moving objects up to 50 pounds.
☒ Never ☐ Occasionally ☐ Constantly

Heavy work that includes moving objects up to 100 pounds or more.
☒ Never ☐ Occasionally ☐ Constantly

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Work Location: Hybrid remote in Baltimore, MD 21204