Member Services Agent I

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

📋 Description

• Perform outbound outreach to members utilizing the phone system.

• Articulate the benefits of enrolling in the Vida program through motivational interviewing and building rapport.

• Handle incoming member calls and carry out assessments.

• Respond to inquiries about services and assist with program enrollment tailored to individual interests and health objectives.

• Aid members in navigating the app and address general questions or provide status updates.

• Offer professional, empathetic, efficient, and personalized customer service.

• Inform members about pertinent Vida program offerings.

• Accurately document member interactions and resolutions in the Member Services system.

• Uphold member confidentiality in accordance with HIPAA regulations.

• Address member concerns, escalate complex issues as necessary, and ensure timely follow-up.

• Adhere to company protocols and healthcare standards while resolving issues and overcoming objections.

• Assist with ad-hoc Member Services projects, which may include updating training materials, leading peer sessions or team meetings, enhancing scripts, and conducting quality monitoring.

• Collaborate with team members to enhance service quality and optimize processes.

• Engage in ongoing training and professional development opportunities.

• Achieve or surpass inbound and outbound KPIs while performing other assigned tasks.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Associate's or Bachelor's Degree is preferred.

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

• Strong verbal and written communication skills are essential.

• Excellent problem-solving skills and active listening capabilities are required.

• Proficient in using CRM and ticketing systems.

• Ability to operate efficiently in a fast-paced, member-centric environment.

• Reliable Wi-Fi connectivity is necessary to work effectively in a remote-first setup.

• Must comply with HIPAA regulations and healthcare standards.

• Availability for full-time, non-exempt hourly work is required.

• This is a seasonal 3-month position, with potential extensions based on business demand and performance.

🏝️ Benefits

• Complimentary enrollment in the Vida program for members (related to the role).

• Continuous training and professional development opportunities.

• Remote-first work arrangement.