Member Services Coordinator

About the role

The Member Services Coordinator provides front-line support to clients by handling inbound and outbound calls, addressing questions about healthcare and pharmacy benefits, and resolving concerns with professionalism and care. This role focuses on delivering accurate information, building strong relationships, and maintaining strict confidentiality while ensuring a positive and efficient customer experience. This Contract to Hire position is based out of Mt. Juliet, TN.

Responsibilities

• Manage incoming and outgoing client phone calls in a professional and courteous manner.
• Identify and assess customers needs to deliver appropriate solutions and achieve high levels of satisfaction.
• Build sustainable relationships and trust with clients through open, clear, and interactive communication.
• Provide accurate, valid, and complete information using the provided systems, methods, and tools.
• Handle customer complaints by offering appropriate solutions and alternatives and ensuring timely resolution.
• De-escalate challenging situations and maintain composure while supporting customers.
• Document and maintain detailed records of all customer interactions in the designated systems.
• Follow established communication procedures, guidelines, and policies consistently.
• Maintain strict sensitivity to confidential client information and handle all data with discretion.
• Demonstrate reliable attendance and punctuality to support consistent service delivery.
• Collaborate with team members and leadership as needed to improve processes and customer experience.

Skills

• Proven track record of customer support or customer service experience, preferably in a call center or member services environment.
• Strong phone contact handling skills, including clear speaking ability and professional telephone etiquette.
• Active listening skills with the ability to understand and respond appropriately to customer needs.
• Customer orientation and the ability to adapt and respond to different personalities and communication styles.
• Excellent verbal communication and presentation skills.
• Ability to perform accurate data entry while managing calls and other tasks.
• Ability to multi-task, prioritize responsibilities, and manage time effectively in a fast-paced environment.
• Demonstrated sensitivity to confidential matters and commitment to privacy.
• Customer service‑oriented mindset with a focus on problem solving and resolution.
• Experience handling customer complaints and performing de‑escalation when needed.
• Experience in pharmacy, medical, or healthcare benefits support is preferred.
• Experience in healthcare customer care or healthcare support is an advantage.
• Familiarity with inbound call operations and call center procedures is beneficial.

Benefits

• Medical, dental & vision