Katy Avram Email and Phone Number

Facilitate existing training materialCreate new training materialExpand QA metricsCurate current training materialOversee nesting intake specialists

• Follow departmental procedures when communicating with members.• Handle a high volume (average 300-400 daily) of outbound calls placed by the telephony system to Medicare Advantage and Medicaid• Must be able to utilize 20+ regulated scripts approved by both clients & Signify.• Present a positive and professional face to clients, health plan members, and the workforce• Meet daily goals set by the department (i.e., number of calls per day, appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.• Leverage Signify systems to schedule providers to conduct in-home or virtual health evaluations; schedule providers presented by the system within the assigned geographic area.• Adjust and reschedule appointments with both members and contracted providers, if requested; ensures cancellations and reschedules are recorded accurately and thereforecommunicated to the appropriate parties internally.• Report member complaints immediately to Member Engagement Managers.• Follow departmental procedures when communicating with members.• Accept constructive feedback and respond appropriately• Be responsible for the security and privacy of any protected health information accessed during normal

• Effectively and accurately engage with customer service inquiries via voice/phone •• Participate in any required training/industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required• Provide exceptional service to all internal and external customers• Adhere and contribute to defining processes that produce superior customer experiences• Utilize correct tools to efficiently solve and serve customer concerns• Provide leadership and insights to improving the process of serving customers• Comprehend customer request, for product, services, inquiries, and ensure proper security procedures are followed• Sell the value of the brand: actively promote services and products that benefit both customer and company• Ability to maintain focus of company/client initiatives in fast-paced, ever-changing environment• Assist in escalation process (when required) Job Requirements• Successfully pass a drug screen & background check (required)• Minimum 1 year inbound call center experience (preferred)• Strong reading comprehension and written communication skills (intermediate or expert)• Telephone Etiquette: (intermediate or expert)• Grammar / Communication Skills (intermediate or expert) Competencies:• Customer Focus: Taking actions to meet or exceed Customer expectations. This includes asking questions to accurately identify Customer needs, summarizing the steps to be taken, and following up to ensure the Customer was satisfied with the results.• Multi-Tasking: Accurately and efficiently performing multiple responsibilities simultaneously and/or frequently moving from one activity to another without losing focus.• Ownership: Taking responsibility for one’s own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on doing whatever is necessary to get the job done; demonstrating a commitment and pride

• Taking restaurant orders for multiple restaurant concepts • Customer service• Work from home• Phone etiquette• Top agent 4 times in 6 months • Credit card compliance• Computer skills, olo, excel, etc. • Problem solving• De-escalating conflict• Five9 and OLO• Provide customer service in a friendly and polite manner• Navigate a computer, accurately enter information, learn menus and product knowledge• Internet service with 25+ mbps of download speed and 2+ mbps of upload speed• Hours will include weekends and holidays• Ability to learn restaurant menus to complete food orders• Must have good verbal communication skills• Must be comfortable navigating intermediate computer functions while assisting guests on the phone