• Member Feedback Coordinator

    Posted Date 5 days ago(11/9/2018 5:05 PM)
    Job ID
    2018-5889
    # of Openings
    1
    Category
    Operations
    Type
    Full Time Regular
  • Overview

    Position Summary:

    The Member & Client Support Coordinator receives, investigates, and monitors customer feedback from all sources. 
    The Coordinator will field calls from members, POA’s, clients, and internal and external business partners and conduct the appropriate follow up and resolution per established Matrix policy and procedure. 

    TechWriterSocial Media_IT 2 for iCIMS

    Responsibilities

    Responsibilities and Deliverables:

     

    • Answer inbound calls from members, POA’s, clients, and internal and external business partners
    • Respond to emails/voicemails from members, POA’s, clients, and internal and external business partners
    • Documents the call/email content according to policy and procedure
    • Completes written communication in accordance with standard business practice
    • Distributes call results according to Matrix Policy and Procedure
    • Make outbound calls as needed to complete the case closure
    • This person coordinates case follow-up and ensures documentation meets customer requirements. 
    • Works with appropriate internal and external customers within required timeframe.
    • Resolves cases as appropriate
    • Other duties as assigned.

    Qualifications

    Education Requirements

    • High School Diploma or GED equivalent.

     

    Required Skills and Abilities

    • Strong professional written and oral communication skills
    • Familiarity with HIPAA rules and regulations
    • Intermediate proficiency in MS Office required, advanced Excel skills preferred
    • Strong attention to detail and effective organizational skills
    • Ability to transcribe telephone calls in a concise, accurate manner

     

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