Front-End Customer Ambassador (Call-Center and Benefits experience)

Job Description
MicroHealth is seeking a highly skilled and motivated Front-End Customer Service Ambassador to join our team. As a vital link between the Government and healthcare plan beneficiaries, you will play a critical role in enhancing the healthcare experience through innovative user-centered website design and exceptional customer service. This is a unique opportunity to make a positive impact on the lives of our beneficiaries and contribute to the success of MicroHealth, LLC.

Position Overview
EEE serves as a vital link between the Government and the beneficiariesof healthcare plans. We are looking for motivated individuals who are steadfast in using innovative user-centered website design to enhance the healthcare experience of our beneficiaries.

Responsibilities

• Ability to intake sensitive health information with the utmost care and confidentiality
• Annotate and describe problems our users incur and escalate to necessary party, troubleshoot, or propose a resolution
• Process TRICARE premium payments and accept payments through various payment methods
• Provide comprehensive benefits counseling and education to beneficiaries regarding their healthcare plan options, coverage, and eligibility
• Handle inbound and outbound calls in a high-volume call center environment
• Work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations
• Follow standard practices and procedures in analyzing customer cases to ensure consistency and accuracy
• Self-motivation with the ability to prioritize tasks and actions to meet deadlines according to business priorities
• Provide support to our beneficiaries remotely within the U.S. and ability to come on-site as needed
• Navigate numerous applications while handling calls effectively and efficiently.
• Maintain detailed and accurate records of all customer interactions and transactions in a CRM or ticketing system.

• High school diploma or equivalent required; associate's or bachelor's degree in a related field (e.g., healthcare, customer service, business administration) preferred
• 2-3 years of experience in customer service within a healthcare or medical plan environment required
• 1-2 years of call center experience in a high-volume environment required
• Experience with TRICARE programs, premium payment processing, and payment acceptance systems strongly preferred
• Demonstrated experience in benefits administration, enrollment, and eligibility determination preferred

• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software
• Experience with medical plan databases, payment processing systems, and healthcare-related software applications
• Familiarity with TRICARE systems and processes is highly desirable
• Proficient in computer technology, experience with cloud-based phone systems, and ticketing/CRM systems

• Possess exceptional listening skills and superior oral and written communication skills
• Strong analytical and problem-solving skills
• Excellent planning and time management skills with the ability to prioritize tasks and meet deadlines
• Ability to convey complex information in a user-friendly way
• Strong attention to detail and accuracy, particularly when handling financial transactions and sensitive health information
• Ability to work independently and as part of a team in a fast-paced environment
• Flexibility to work seasonal shifts, including potential evenings and weekends as needed

• Minimum internet speed of 100 Mbps is required to support the VOIP system being used for the project
• Reliable backup internet connection recommended for business continuity

• Employees are responsible for maintaining a private, secure location in their home, free from noise and distractions
• The workspace should ensure a professional atmosphere with minimal background noises (e.g., pets, voices, music) and allow space for multiple devices
• Workspace must accommodate secure payment processing and confidential healthcare discussions

• Working from public internet sources is prohibited for security reasons
• Working from an alternative secure location for any reason requires prior approval from your direct supervisor/manager
• Workspace must be in a location where confidential conversations and screen content cannot be observed by unauthorized individuals
• Compliance with all HIPAA regulations and MicroHealth security protocols is mandatory