Associate Customer Care Navigator (Behavioral Health)

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Description -

Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.

The Associate Customer Care Navigator utilizes critical thinking skills and asks probing questions to identify customer needs. Analyzes needs and coordinates with other service and technical departments to develop and deliver appropriate solutions for each customer. Proactively identifies additional resources that can improve the member health journey.

Additional Responsibilities Include

• Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
• For behavioral health service calls, follows documented process when engaging urgent/crisis situations and assisting business partners
• Resolves problems and communicates solutions or requested information to the customer.
• Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.
• Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.
• Uses a customer relationship application or database to record activities and research product information.
• Work is closely managed. Works on projects/matters of limited complexity in a support role.

Education-

• Bachelor’s degree preferred or equivalent.

Experience-

• 0-2 years of experience related to customer advocacy. Previous experience in teaching, social work, or related fields is not required but is an asset.
• Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills in their interactions with others.
• Experience in innovative problem solving.
• Ability to think strategically and set priorities, which may include managing several customer issues across multiple contact channels at any given time.
• Strong attention to detail
• Flexible with work hours and able to perform occasional client site visits.
• Ability to collaborate effectively with a team and maintain composure in stressful situations.
• Technological Savvy
• Includes proficiency with Microsoft office products including Excel, PowerPoint, and Word.
• Ability to attend and present at both internal and client meetings on a routine basis.
• Previous experience in teaching or social work is not required but is an asset.
  

Fully Remote

This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.