About the Company

Grow and lead among an award-winning and extraordinary organization that's dedicated to providing premier service and delighting members, 24/7/365. It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.

We make a difference in the lives of millions, that’s something we can be proud of.

Compensation for all positions is competitively higher than the current marketplace. Simply put - we pay more. We also offer a competitive benefits program, designed to support employees and their families across all dimensions of health including medical, dental, vision, life, disability, 401(k) and paid holidays/time off for eligible employees. You can earn even more through referral bonuses. Achieve your potential and grow your career at NationsBenefits.com/Careers.

Job Summary:

Our Member Experience Advisor is a Customer Experience professional who is passionate about making a difference for others, finding fulfillment in building rapport, and providing our Members with a genuinely engaging call experience. As a Member Experience Advisor, you will make a meaningful difference and contribute to improved health and wellness outcomes for the people we serve. This role is the cornerstone of our commitment of helping our Members to achieve a better way of life.

PRIMARY RESPONSIBILIES

• Handle inbound and outbound calls with Members enrolled in NationsBenefits programs; NationsHearing, NationsOTC, NationsResponse, and NationsInsurance.
• Effectively advise, consult, and guide a Member to the appropriate purchase of a hearing aid solution, utilization of their OTC benefit, purchase of a personal emergency response device, and/or insurance.
• Act as the Liaison between the Member and the partner provider to arrange Member appointments with NationsHearing Providers.
• Establish genuine rapport with Members, demonstrating concern, showing patience, empathy, and sensitivity.
• Be a trusted advisor to Members through interpersonal skills to establish a strong relationship that allows for direct probing to uncover Member needs.
• Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS and Insurance.
• Provide knowledge and in-depth advice for hearing loss and hearing aids. Confidently and accurately explain hearing plan benefits. Educate Members on products or services that will enhance their quality of life.
• Utilize effective sales techniques that aim to educate and influence the Member to act.
• Resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsHearing
• Ability to remain confidential with all proprietary information
• Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines.
• Perform additional related tasks and duties as assigned.

SKILL REQUIREMENTS

• Exposure and/or interest in healthcare products and outcomes.
• Ability to handle high call volumes and make sound business decisions in an efficient manner.
• Knowledge of consultative sales techniques.
• Ability to remain highly motivated in a multi-faceted environment.
• Analytical thinker and problem solver.
• Attention to detail and quality oriented.
• Multi-task oriented.
• Excellent listening and interpersonal skills.
• Excellent communication skills.
• Ability to work varied shifts, days, holidays.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Customer Service or equivalent experience preferred.
• Call Center experience preferred.
• Health Care or related industry experience preferred.
• High School Diploma or equivalent required.
• College Degree preferred.
• PC technology proficiency required.
• Call Center technology experience preferred
• Must be fully bilingual in English & Spanish

ADDITIONAL NOTES

• 8:00 am - 11:00 pm
• 7 Days a Week
• Shift Work

NATIONSBENEFITS IS AN EQUAL OPPORTYNITY EMPLOYER

Job Type: Full-time

Pay: $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Night shift
• Weekend availability

Ability to commute/relocate:

• Costa Mesa, CA 92626: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you willing to work onsite in Costa Mesa, CA, 5 days per week?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Language:

• Spanish (Required)

Work Location: One location

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