General Purpose:

The Service Center Representative is responsible for providing excellent service to internal and external Medical Group Management Association (MGMA) customers in a prompt and professional manner and ensures that all new members receive a welcome call, have their questions answered, and are trained on their benefits and resources available through the Association.

Essential Functions:

• Handles inbound calls servicing our members and customers as top priority and in turn, meeting service level expectations.
• Monitors chat function and emails from Association staff to ensure there is proper phone coverage.
• Processes the daily workload and provides status updates to any internal and external customer requests.
• Ensures the daily data entry workload is accurate and complete. (all encompassing)
• Provides customer service support and feedback to appropriate Association departments and managers.
• Performs all service coordination activities for processing memberships and explaining membership benefits.
• Provides a liaison role to one or more departments of MGMA-ACMPE (American College of Medical Practice Executives) and educates other Service Center team members on new developments in those departments regarding new products, services, promotional materials, policies, procedures, and similar.
• Maintains knowledge and the ability to up-sell products and services to members and customers by identifying and meeting their needs.
• Maintains a broad knowledge base on how to access information on the Associations products, services, activities, business policies, and relational data base usage.
• Other duties as required and necessary to ensure the success of the organization.

Supervisory duties:

• None.

Knowledge, skills, and abilities:

• Ability to consistently promote, support, work, and act in a manner in support of MGMAs mission, vision, and values.
• Excellent ability to learn and apply business processes, policies and procedures.
• Ability to work as a team member and display excellent knowledge of all business processes and follow Service Strategy guidelines.
• Excellent telephone and communication skills with clear and concise language, grammar, spelling, writing skills and computer literacy.
• Ability to build strong, effective client relationships and to upsell to meet the needs of the client.
• Ability to stay positive during and following challenging customer interactions.
• Ability to learn and proficiently work with survey tool and customer relationship management (CRM) systems.
• Customer service focus with the adaptability to work with different customer personality types and discern appropriate solution(s) to meet their specific needs.
• Ability to display independent and good judgement in making sound and timely decisions.
• Must be multi-task oriented with good follow through and attention to detail.
• Ability to perform basic mathematics processes.
• Proficient Microsoft Office and Excel skills.

Education:

• High school or General Education diploma (GED) is required.
• An Associate Degree in Business Administration, Communications, Marketing or related field is preferred.

Experience:

• Two (2) or more years professional experience in a sales, client management, call center or customer support focused environment with a record of selling or upselling higher levels of products/services to a challenging base is required.
• Experience driving client membership, developing relationships and managing the needs of healthcare organizations is preferred.

An equivalent combination of education and experience may be substituted on a year for year basis.

Additional Requirements/Licenses/Certifications:

• Must have reliable transportation.
• Must live in Denver or the surrounding areas and be able to commute to the corporate office as requested.  
• MGMA does not engage in immigration and visa sponsorship. 

Working environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an indoor, professional office environment.
• May need to attend conferences in various locations around the United States.
• Regular, predictable attendance is required.

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, employee is regularly required to successfully interact and accurately exchange information using the following suite of verbal and non-verbal communication skills critical to expressing oneself and conducting professional interactions on behalf of the business:
• Ability to read, write, edit
• Ability to converse, discuss, convey
• Also includes interactive engagement with software applications, computer graphics, and the ability to conduct internet research.
• While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following observational abilities:
• Ability to perceive, identify, recognize
• Ability to detect, determine, discern, judge
• Ability to assess, estimate, compare
• This is a largely sedentary role, so employee must be able to remain in a sedentary position while focusing for extended periods of time throughout the workday. Position also requires occasional movement inside the office to access file cabinets, printers, etc. While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following operational abilities:
• Ability to operate PC/keyboard and other office productivity equipment
• Ability to position self to traverse/navigate around typical office setting
• Ability pull/push, lift, open/close, grasp/manipulate, transport up to 10 lbs.