Call Center Member Service Representative

About the role

Our Customer/Member Services Representatives are crucial to our success. They directly interact with our valued members, ensuring a successful journey for our clients.

Responsibilities

• Answering phones professionally and responding to member inquiries and complaints
• Handling escalated calls, resolving complex member issues in First Call Resolution (FCR)
• Demonstrating outstanding service to identify and resolve member inquiries and issues in a timely and professional manner, related to benefits, eligibility, and claims
• Researching complex issues across multiple databases and working with support resources to resolve customer issues
• Identifying and escalating priority issues, and reporting to high-level management
• Taking issues on a weekly basis to the department manager
• Completing call reports, logs, and researching billing issues
• Recognizing, documenting, and informing the supervisor regarding trends in internal and external customer calls
• Handling outbound and inbound calls from external and internal customers
• Creating, modifying, and sending documents, spreadsheets, and emails in Microsoft Excel, Word, and Outlook
• Analyzing and solving customer problems with a compassionate and responsive approach
• Translating healthcare-related jargon and complex processes into simple, step-by-step instructions
• Customizing the approach to meet various member communication styles and personalities
• Resolving issues in a stressful situation with personal resilience
• Working within a team and collaborative environment
• Multitasking, understanding multiple products, and multiple levels of benefits within each product
• Problem-solving and relationship-building abilities
• Ability to work within the business's fast-paced environment, including regular shifts, overtime, and weekends

Requirements

• A High School Diploma/GED (or higher)
• 6+ months of Call/Contact Center experience
• 6+ months of Customer Service experience
• Healthcare or Insurance Call/Contact Center experience preferred
• Ability to create, modify, and send documents, spreadsheets, and emails in Microsoft Excel, Word, and Outlook
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner
• Proven ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
• Proficient problem-solving approach to quickly assess the current state and formulate recommendations
• Proficiency in translating healthcare-related jargon and complex processes into simple, step-by-step instructions
• Flexibility to customize the approach to meet all types of member communication styles and personalities
• Proficient conflict management skills including the ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to work within a team and collaborative environment
• Ability to work within the business's fast-paced environment, including regular shifts, overtime, and weekends

Qualifications

• High School Diploma/GED (or higher)
• 6+ months of Call/Contact Center experience
• 6+ months of Customer Service experience
• Healthcare or Insurance Call/Contact Center experience preferred
• Preferred qualifications include:
• Ability to create, modify, and send documents, spreadsheets, and emails in Microsoft Excel, Word, and Outlook
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner
• Proven ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
• Proficient problem-solving approach to quickly assess the current state and formulate recommendations
• Proficiency in translating healthcare-related jargon and complex processes into simple, step-by-step instructions
• Flexibility to customize the approach to meet all types of member communication styles and personalities
• Proficient conflict management skills including the ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to work within a team and collaborative environment
• Ability to work within the business's fast-paced environment, including regular shifts, overtime, and weekends

Benefits

Competitive hourly pay plus PTO, comprehensive health, dental, vision, and 403(b) with company match. Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere. UHSM is an Equal Opportunity Employer.

Pay

Competitive hourly pay

Schedule

Regular shifts, overtime, and weekends as needed based on the needs of the business.