Participant Advocate – Customer Service

The Organizational Services will provide administrative support for delivering a premier participant experience and is responsible for answering incoming calls via the automated telephone system, receiving incoming physical and electronic correspondence, scanning incoming mail batches into the V3 system, and indexing documentation so that documents can move to the proper workflows.  Once all batches have been scanned and indexed, the batches should be accurately filed according to FMCP retention guidelines PRINCIPAL DUTIES AND RESPONSIBILITIES

• Escalate all participant-related concerns to the appropriate individual(s) for timely and accurate resolution
• Open, date stamp, and sort all incoming mail for distribution; scan and index mail and correspondence as appropriate
• File hardcopy batches of documents that are indexed daily
• Perform various administrative and clerical duties
• Provide input in support of efficient and accurate workflow operation
• Input address changes for members from undeliverable mail or mark record so that additional mail is not sent to the incorrect address.
• Process outgoing correspondence through the mail/postage machine
• Process enrollment forms, including verification of supporting documentation and sending notification regarding missing or invalid documents
• Order office supplies and assist with facility requests and stocking of pantries
• Answer incoming calls, screen & route them to the appropriate individual or department, and when necessary, take messages
• Greet visitors in a professional and friendly manner
• Receive incoming deliveries
• Work on special projects as requested by Management
• Other duties as assigned

 PERFORMANCE STANDARD

• All incoming correspondence must be properly scanned and indexed within 24 hours.
• All incoming faxes must be properly indexed within 24 hours.

 REQUIRED AND PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

• Minimum 1 year experience handling physical and electronic correspondence
• High school diploma required; college degree preferred
• Must be professionally dressed and maintain a professional appearance and demeanor at all times
• Excellent phone and professional office etiquette
• Dependability – ensures timely arrival and consistent attendance in support of Fund participants and the achievement of the team's goals
• Excellent written & verbal communication skills
• Demonstrates proficiency in MS Office
• Excellent time management skills and ability to multi-task and prioritize work
• Strong attention to detail and problem-solving skills
• Strong organizational and planning skills
• Demonstrates ability to manage complex issues while maintaining a flexible, positive, and cooperative demeanor
• Demonstrate honesty and integrity at all times
• Responds in a timely manner to operations leaders and stakeholders to facilitate informed decision-making
• Troubleshoots assigned issues, gathers evidence, and investigates all relevant information to resolve the problem in a cooperative and collaborative manner