RBP Member Services Representative

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

Responsibilities

• Provide attentive customer service to Personify Health’s clients.
• Manage incoming calls from clients regarding a variety of requests and assist members with technical issues related to the website or products.
• Demonstrate and maintain professional oral and written communication with customers, co-workers, and other Personify staff.
• Navigate multiple databases simultaneously for member research and resolution.
• Answer questions about client and product design as well as Personify’s involvement with members’ overall wellbeing.
• Assist members with any technical issues related to the website or products and escalate issues as necessary.
• Use excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections.
• Identify, research, and resolve customer issues using Personify databases.
• Follow up on customer inquiries not immediately resolved.
• Accept repetitive work tasks performed in a confined work area.
• Consistently meet established performance and quality standards.
• Maintain thorough knowledge of systems to research information and provide accurate details to members.
• Learn and retain a thorough working knowledge of all existing and new products and services.
• Work from home as business needs dictate.
• Perform all other duties as assigned.

Requirements

• High school diploma or equivalent required; some university or post-secondary education preferred.
• At least one year of customer service experience in a call center environment.
• Familiarity with cloud-based contact center software is desirable.
• Excellent written and verbal communication skills.
• Strong personal computer usage and internet proficiency skills.
• Ability to type 30 wpm minimum with accuracy.

Skills

• Flexible with scheduling as business needs dictate.
• Ability to listen attentively and use information provided to assist members' specific needs.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Strong customer service, analytical, and decision-making skills.
• Ability to learn quickly in a fast-paced environment.
• Ability to organize and follow up on multiple tasks/details with accuracy and timeliness.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
• Ability to learn and navigate new software quickly.

Schedule

• On-site at our Tempe, AZ office.
• Must be available to work either 8:00am–4:30pm or 10:30am–7:00pm.

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• Occasionally move about inside the office to access office machinery, filing cabinets, and meeting facilities.
• Constantly operate a computer and other office productivity machinery, such as a copy machine, computer printer, and calculator.
• Frequently position self to maintain files in file cabinets.
• Frequently move boxes or equipment weighing up to 25 pounds.
• Must communicate information and ideas so others understand.
• Must be able to exchange accurate information in various situations.
• Must be able to observe details at close range.

Benefits

• Competitive base salary and benefits effective day one.
• Comprehensive medical and dental through our own health solutions.
• Paid Time Off—rest and recharge time is non-negotiable.
• Mental health support, retirement planning, and financial protection.
• Professional development with clear career progression and learning budgets.
• Mission-driven culture where diverse perspectives drive real impact on people's health.

Visit personifyhealthbenefits.com to explore our complete benefits package, wellness programs, and other employee perks.

Pay

This position offers a base salary range of $20.00–$21.50 per hour, depending on skills and experience.