Member Coach Satisfaction Analyst I - Melville - (US-NY-Melville - 11775)

Minimum Education: Tech School
Job Type: Full Time
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Empire BlueCross BlueShield
, a proud member of the WellPoint family of companies, is a distinguished leader in the health insurance industry. As we build on our 70-year history serving the health insurance needs of New York State, we are focused on becoming indispensable to the customers and communities we serve and providing a rewarding career for our talented and diverse workforce.

Bring your expertise to our innovative, performance-focused culture, and you will discover lasting rewards and the opportunity to take your career further than you can imagine.

Member Coach Satisfaction Analyst
This position is located in the Melville, New York office

The Member Coach Satisfaction Analyst
is responsible for supporting a coaching rich environment focused on helping customer care advocates perform at a consistently high level. Primary duties include, but are not limited to: Monitors telephone interactions with customers and clients to ensure accurate information and processes are communicated and utilized, and quality results are attained. Provides feedback and support to customer advocates and management to further develop the high performance culture. Coaches team members to educate customers. Focuses on further developing, enhancing and integrating processes, procedures and technical tools to provide efficiency and effectiveness for customers resulting in their increased satisfaction. Collaborates with unit leadership to meet customer service quality outcomes for the customer service scorecard metrics. Identifies systems, process, and procedure related problems via communication with customer advocates and works collaboratively with operations staff and leadership to resolve. Conducts monthly analysis of customer service scorecard metrics or outcomes for customer advocates and management.

Skills:
* Requires high school diploma; comprehension level equivalent to college graduate and 3-5 years of related experience, or any combination of education and experience, which would provide an equivalent background.* Prior experience as a service advocate/ambassador in a healthcare administration environment, such as customer service, claims, enrollment and billing, sales support, or utilization management, etc. role preferred.* Previous leadership experience preferredWellPoint is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2008 DiversityInc magazine Top 50 Company for Diversity.

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