Member Services Agent I

About the role

A dedicated and highly customer-focused role handling member inquiries with professionalism, accuracy, and empathy to ensure a seamless and high-quality customer experience.

Responsibilities

• Conduct outbound outreach to members via phone to explain the benefits of enrollment into Vida’s program using motivational interviewing and rapport-building techniques.
• Handle inbound calls from members to conduct assessments, answer questions about services, assist with program enrollment, and help with app navigation or general inquiries.
• Provide an exceptional customer experience by responding to inquiries with professionalism, empathy, and efficiency while proactively educating members about Vida’s program offerings.
• Accurately document all member interactions and resolutions in the Member Services system, ensuring compliance with HIPAA regulations and maintaining member confidentiality.
• Proactively resolve member concerns, escalate complex issues to appropriate departments, and ensure timely follow-up and resolution.
• Adhere to company protocols to ensure compliance with healthcare standards while prioritizing member satisfaction and addressing concerns or objections.
• Support ad-hoc Member Services projects, including updating training materials, leading peer sessions, brainstorming scripting improvements, and quality monitoring.
• Engage in ongoing training and professional development to stay informed on industry best practices.
• Champion the organization’s commitment to excellence by fostering a welcoming, solutions-driven, and member-focused service environment.
• Consistently meet and exceed inbound and outbound Key Performance Indicators (KPIs) while demonstrating responsiveness, accuracy, and service excellence.

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's Degree preferred.
• Minimum 2-3 years of experience in a customer service or call center role, preferably within the healthcare industry.
• Strong verbal and written communication skills.
• Excellent problem-solving and active listening abilities.
• Proficiency in using CRM and ticketing systems.
• Ability to work efficiently in a fast-paced, member-focused environment.
• Strong Wi-Fi connectivity for a remote-first work environment.

Pay

$21 per hour.

Schedule

This is a 3-month seasonal role with possible extensions based on business demand and performance.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications or analyzing resumes. Final hiring decisions are made by humans.