We're growing quickly and we need your help
We're looking for a Member Experience Associate to help us provide excellent member support and help us accelerate adoption of Antara Health Navigation.
Responsibilities
Understand member outcomes, service expectations and experiences, by communicating with customers and members, running NPS and gathering other feedback through appropriate channels.
Represent the voice of the customers and members internally. As the steward of the member relationship, work cross-functionally with Marketing, Sales, Clinical, Finance and Administration, Product, and Engineering to ensure consistent and strong customer and beneficiary messaging is embedded in Antara's processes.
Collaborate closely with team members to support renewals and explore expansion opportunities.
Effectively plan and prioritize member activities and requests to manage customer and member issues/requests, following through in a timely manner, asking clarifying questions to determine the impact of issues, escalating any that may require intervention and recommending solutions.
Develop and share best practices with our internal team to continually improve the quality, effectiveness, and efficiency of Antara's processes and services.
Serve as the primary contact for sensitization and onboarding of new members, training platform end users, as well as post-onboarding support ensuring strong adoption and ongoing engagement throughout the member and beneficiary's lifetime
Gauge members' levels of engagement with the Company and provide feedback to internal teams regarding product and service improvements.
Provide insights to members to ensure that they get the most out of the platform with the aim of helping grow our customer base.
Perform any other duties as assigned.
Requirements
3+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Account Management, or related field.
Possess strong telephone and verbal skills, with excellent written and presentation skills.
Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
Outstanding multiple task management skills across a varied set of responsibilities
Confident, high energy, self-motivated and a true team player
Experience working with senior and executive level customer contacts
Demonstrated ability and desire to work and excel in a fast-paced environment
Understanding of the Internet and helpdesk software with a desire to learn new technologies