Member Services Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct outbound outreach to members who may or may not be familiar with Vida using our phone system. Employ motivational interviewing and relationship-building techniques to articulate the advantages of enrolling in Vida's program, which is complimentary for the member.

• Handle inbound calls from members to carry out assessments, respond to inquiries about services, assist with program enrollment aligned with interests and health objectives, and provide support for app navigation, general questions, or updates regarding previous phone or email communications.

• Deliver an outstanding customer experience by addressing member inquiries with professionalism, empathy, and efficiency, while proactively seeking opportunities to educate and promote Vida program offerings that best suit member needs.

• Accurately log all member interactions and resolutions in the Member Services system, adhering to established protocols to uphold service integrity and transparency while ensuring member confidentiality at all times, in compliance with HIPAA regulations.

• Proactively address member concerns by identifying solutions and escalating complex issues to relevant departments, ensuring timely follow-up and resolution for the member.

• Follow company protocols to ensure adherence to healthcare standards while prioritizing member satisfaction and quality service delivery, effectively managing concerns and overcoming objections to provide clear, informed, and reassuring solutions or program offerings.

• Assist with Member Services projects on an as-needed basis, such as updating training materials, leading peer sessions or team meetings, brainstorming improvements for scripting, and quality monitoring while collaborating with team members to enhance service quality, streamline processes, and foster a culture of continuous improvement.

• Participate in ongoing training and professional development to refine service skills and stay updated on industry best practices.

• Advocate for the organization’s commitment to excellence by fostering a welcoming, solutions-oriented, and member-centric service atmosphere, ensuring that every member receives accurate, dependable, and high-quality support.

• Continuously meet and surpass inbound and outbound Key Performance Indicators (KPIs) alongside other assigned duties, showcasing a dedication to responsiveness, accuracy, and service excellence.

⛳️ Requirements

• High school diploma or equivalent is required; an Associate's or Bachelor's Degree is preferred.

• A minimum of 2-3 years of experience in a customer service or call center role, preferably in the healthcare sector.

• Strong verbal and written communication skills.

• Excellent problem-solving abilities and active listening skills.

• Proficiency in using CRM and ticketing systems.

• Capability to work effectively in a fast-paced, member-focused environment.

• Strong Wi-Fi connectivity to operate in a remote-first setting.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Flexible working hours and remote work options.

• Opportunities for professional growth and development.

• A supportive and collaborative team environment.