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    Member Services Rep I - Minneapolis, United States - UCare Minnesota

    UCare Minnesota
    UCare Minnesota Minneapolis, United States

    3 weeks ago

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    Description


    Position DescriptionAs a Member Services Representative I, Notification, Online Chat, Care Coordinator, Scheduler (NOCCS), you will be responsible to apply knowledge of UCare's business, products, members, and operations to fulfill member service requests and inquiries accurately and effectively.

    You will be responsible for completing a variety of administrative tasks, including provider support for ride issues and application assistance, Care Coordinator ride requests, unscheduled rides, and managing inboxes.

    You will partner with UCare's members and providers to assist in their transportation needs.

    Successfully influence business results by establishing and maintaining effective member and provider relationships, ensuring a high degree of productivity and quality.

    Achieve fluency in at least one core product or service line.
    • Answer, resolve, track, and document telephone calls from members, providers, internal departments, and external agencies in a timely and professional manner. Research, resolve, and communicate effectively with internal and external customers regarding member/provider concerns or issues. Educate members and external customers on policies and procedures related to members' health care program.
    • Manage the transportation notification process to include member requests for notifications and methods of receiving notifications.
    • Work with members and providers regarding online transportation requests. This includes UCare online chat, transportation portals and applications. Schedule any rides that are declined by providers either as requested or through the software authorization process. Schedule any rides that are declined by providers either as requested or through the software authorization process
    • Partner directly with Care Coordinators in the UCare network on NEMT transportation ride booking and problem resolution via phone, online application, and email request. Process and maintain bus passes.
    • Identify trends/issues that emerge in calls/correspondence and inform Team Lead or Supervisor. Assist in the development and communication of resolutions to internal staff, as requested.
    • Demonstrate and maintain a thorough and complete working knowledge of appropriate UCare information management systems including, but not limited to, CISCO Finesse, FUSE, Outlook, and QRyde.
    • Maintain good working relationships and open communication with internal and external customers.
    • Attend department and other meetings as required.
    • Other projects and duties as assigned.
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