Member Services Representative

About the role

Excellence in customer service is the foundation of the Member Service Representative position. The Member Service Representative serves as a first contact for members and potential members of Nascentia Health, supporting the Communication Center by managing incoming calls and customer service inquiries. The goal is to achieve one-call resolution and satisfaction by identifying and assessing customers’ needs.

Responsibilities

• Provides general program information to callers, including prospective enrollees, families, caregivers, community liaisons, and professionals within the community.
• Collects and updates demographic information.
• Fields calls from members, families, and community liaisons regarding member service requests.
• Asks appropriate questions and listens actively to identify specific issues while documenting required information in computer systems.
• Communicates and collaborates with members and providers to resolve issues using clear, simple language to ensure understanding.
• Owns problems through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with other departments and the member.
• Meets performance goals in efficiency, accuracy, quality, member satisfaction, and attendance.
• Supports and interfaces with a wide cross-section of internal and external audiences with varying levels of experience.
• Participates in special projects and other duties as assigned.

Requirements

• High School Diploma or equivalent required; Associate’s in Communications, English, Public Relations, or related field preferred.
• Minimum of one year of customer service experience required, preferably in a healthcare setting.
• Previous experience in Provider Relations, Claims management, or Member Services preferred.
• Excellent oral, verbal, and written communication skills.
• Exceptional customer service skills.
• Accuracy, attention to detail, and follow-through.
• Ability to handle a large volume of calls with members, providers, and community organizations.
• PC skills including Microsoft Office required.

Schedule

This role requires in-person reporting to a Nascentia organizational office Monday–Friday, 8:00 AM–4:30 PM.

Physical Requirements

• Ability to sit or stand at a desk 90% of the day.
• Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication.
• Bloodborne Pathogens Exposure Category III—employee who rarely has contact with blood and body fluids.

Pay

This is an H06 non-exempt position with a pay range of $19.96–$24.96 per hour.

Benefits

• Retention Bonuses
• Internal Mentoring Program
• 401K with generous employer match
• On-Site Gym (free for all employees)
• Medical, Dental, and Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick, and Extended Sick Leave
• Short/Long-term Disability
• Employee Assistance Program (EAP)

About Nascentia Health

Nascentia Health is leading the way in home care, post-acute care, and long-term community health. A healthcare system without walls, Nascentia is an innovator in holistic patient care, serving people in their homes to address immediate needs, support long-term medical and lifestyle choices, and leverage cutting-edge in-home care technologies. Our employees are our greatest asset, dedicated to our mission of being the premier home and community-based care system for the regions we serve.