Description

COMPANY OVERVIEW

Zing Health is a tech-enabled insurance company making Medicare Advantage the best it can be for those 65-and-over. Zing Health has a community-based approach that recognizes the importance of the social determinants of health in keeping individuals and communities healthy. Zing Health aims to return the physician and the member to the center of the health care equation. Members receive individualized assistance to make their transition to Zing Health as easy as possible. Zing Health offers members the ability to personalize their plans, access to facilities designed to help them better meet their healthcare needs and a dedicated care team. For more information on Zing Health, visit www.myzinghealth.com.

SUMMARY DESCRIPTION:

This individual will work closely with the Director of Member Strategy and Initiatives, Director of Customer Service, and the Vice President of Member Services and Experience to create useful team resources, and compelling content for member communications that will drive engagement with our target audience, improve utilization of benefits, etc.

ESSENTIAL FUNCTIONS:  

• Develop policies, procedures / step-actions, MSR job aids / talking points, etc. to assist the MSRs with inbound and outbound calls in a seamless fashion.
• Understand CMS guidelines for business areas including, but not limited to, membership, provider partnerships, marketing, enrollment/disenrollment, and claims.
• Conduct cross-departmental collaboration to identify communication opportunities for Zing members. 
• Identify trends in business inquiries to determine outbound communication topics that would be beneficial to members and decrease inbound calls.
• Create communications regarding corporate initiatives, care management, benefits, company changes, enrollment / elections, etc. to Zing members ensuring all messaging and content fit within brand guidelines.
• Monitor interactions with members, providers, and other caller types across phone, email, web services, and AI Voice vendor platforms to identify quality gaps, trends, and opportunities for MSR improvement.
• Partner with internal teams and AI Voice vendors to review interaction outputs, validate accuracy, and support continuous quality improvement efforts.
• Monitor customer reviews to escalate complaints to ensure all issues are researched and resolved and addressed accordingly. 
• Create, maintain, and distribute quality, performance, and engagement reports, including month-end and ad hoc reporting.
• Perform data analysis and reporting using Microsoft Excel, leveraging advanced functions such as VLOOKUP, XLOOKUP, IF statements, and related formulas to support insights and decision-making.
• Provide ongoing, and proactive feedback to leadership team when challenges with business execution arise.
• If the business requires, interact with members, providers, and other caller types via phone, email, web services, etc. while performing data entry functions for all activity. Maintain target performance metrics, that may include, but are not limited to, call handling, caller satisfaction, quality, STAR score initiatives, etc. while maintaining an average audit score of 95% on a rolling basis.

Requirements

QUALIFICATIONS AND REQUIREMENTS:

Education and Professional Experience:

Required:

• High school diploma or GED
• 1+ years in process documentation, preferably with 1 year within a call center environment
• 2+ years in health insurance, specifically Medicare

Preferred

• 3+ years in health insurance, specifically Medicare
• Experience in communications, journalism, English, marketing, business administration, or another related field

Zing Health offers the following benefits:

• A competitive salary based on the market
• Medical, Dental, and Vision
• Employer-Paid Life Insurance
• Paid Maternal Leave
• Paid Paternal Leave
• 401(K) match up to 4%
• Paid-Time-Off
• Employee Assistance Programs
• Several supplemental benefits are available, including, but not limited to, Spouse Insurance, Pet Insurance, Critical Illness coverage, ID Protection, etc.

Zing Health is committed to being an Equal Opportunity Employer. This means the company ensures all employment decisions, including hiring, promotion, compensation, and benefits, are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected characteristic. Zing Health strives to create a diverse, inclusive, and respectful workplace, providing equal access and opportunities for all employees and applicants. The organization actively promotes a culture of fairness and non-discrimination, supporting the personal and professional growth of every team member.