Sr. Client Support Representative; Member Concierge

Overview

The Sr. Client Support Representative (Member concierge) is responsible for the overall performance of member services functions for a specific client. This role utilizes processes, technology, and customer service skills. The Sr. Client Support Representative provides the client’s members with guidance, knowledge, escalation needs, appropriate overrides, and other support functions through direct, proactive support of each member’s needs. A deep understanding of Archimedes’ culture and mission is vital to the success of this position.

• Ensure all external and internal customers receive the level of customer service required by Archimedes and serves as a representative of Archimedes to all external and internal customers.
• Front-line call taking, ensuring that a deep understanding is gained of the customer experience and that understanding is used to constantly improve that experience.
• Primary support source for members, pharmacies, and doctors’ offices by answering questions, resolving issues, trending training needs, and identifying issues to be tracked in internal ticketing system through resolution.
• Tracks client’s patients, proactively reaches out to ensure each member receives their medication on time with minimal issues.
• Manages tickets according to current service level agreements.
• Follows established procedures, processes, and standards for production, productivity, quality, and customer service. Meets performance targets for speed, efficiency, and quality.
• Constant communication with members regarding positive or negative experiences.
• Participate in, adhere to, and support compliance, people and culture, and learning programs.
• Perform other duties as assigned.

• 1+ years Healthcare experience required.
• Client support experience required.
• 3+ years call center experience preferred.
• Proven knowledge of Microsoft Excel, Word, Power Point, and Outlook required.