Member Care Administrative Services Associate

Administrative Services Associate

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster's values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

We are seeking a specialist to join our team and serve as a key point of contact for our members. The Administrative Services Associate serves as a compassionate and proactive point of contact for members who may have experienced traumatic work-related injuries. This role is focused on providing personalized support, ensuring members feel heard, understood, and cared for. In this role, you'll focus on customer satisfaction, account retention, operational efficiency, and embodying our company's core values As part of our commitment to service excellence, you will be instrumental in maintaining member relationships, resolving inquiries within targeted timeframes, and ensuring accuracy and quality in all communications. This is a great opportunity to make a direct impact on member satisfaction in a fast-paced, professional environment.

Key Responsibilities:

• Deliver outstanding service to members, achieving and maintaining an average customer satisfaction score of 90% or higher.
• Uphold and represent company core values in all internal and external interactions: Integrity, Collaboration, Accountability, Agility, Respect, and Excellence.
• Act as the primary contact for members requiring specialized support due to injury or cognitive/communication challenges.
• Build trust and rapport with members through empathetic communication and consistent follow-up. Listening to member's concerns and providing support or intervention as required.
• Proactively check in with members to address outstanding needs, including their Durable Medical Equipment (DME) requests, Prescription coordination and follow-up, Outreach to providers and more.
• Collaborate with internal teams to resolve member concerns and ensure seamless service delivery.
• Document interactions and follow-ups accurately to maintain continuity of care.
• Advocate for member needs and escalate issues when necessary to ensure timely resolution.
• Collaborate with legal partners both internal and/or external to resolve escalated member concerns, ensuring a high level of professionalism and adherence to service standards.
• Champion the voice of the member throughout the organization, ensuring that member needs and feedback are at the forefront of strategic decisions.

Key Skills/Experience:

• High school diploma or GED required.
• 2+ years of experience in care coordination and member support, with a strong emphasis on enhancing member engagement, streamlining outreach efforts, and delivering exceptional customer service within support operations.
• Passion for helping people and finding the best possible resolutions for members.
• Excellent written and verbal communication skills.
• Ability to actively listen to members and think critically to identify solutions.
• History of success in tracking and managing multiple escalations, with providing follow up to members in a timely manner.
• Empathy, patience, and a genuine desire to help others.
• Familiarity with healthcare systems, DME, or prescription processes is a plus.
• Excellent attention to detail and strong data entry accuracy.
• Demonstrated ability to work both independently and collaboratively in a team-based environment.
• Strong verbal and written communication skills.
• Experience working in Microsoft Office and CRM Systems, including Microsoft Dynamics or Salesforce.
• Experience in customer support, healthcare, or case management preferred.

This is a Hybrid role with a 3 day a week in office requirement.

The estimated salary range for this position is $23.00-$27.00/hr. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.