JOB TITLE: Member Services Coordinator

DEPARTMENT: Call Center

REPORTS TO: Manager, Service Operations

TYPE: Full-Time, Non-Exempt

LOCATION: Remote

COMPENSATION: $18.25 - $21.50 / hour

ROLE SUMMARY:

The Member Services Coordinator at Healthmine Services Inc. plays a crucial role in responding to inbound and outbound communications relating to customer service. Communications will include a full range of customer inquiries i.e. login assistance, health action attestation, reward and incentive education and assistance, and other benefit related matters. Communications will include offline activity such as faxes, member call backs, voicemails, and others, as well as both inbound and outbound calls. The Member Services Coordinator will represent and protect the Healthmine brand, ensuring each customer connection is professional and accurate. They provide excellent customer service through active listening and aim to resolve issues on the first interaction by being proactive, patient, empathetic, and understanding.

WHAT YOU WILL DO:

Responsible for processing and responding to member emails, faxes, and handling both inbound and outbound member calls.
Respond to and follow-up on escalated member issues in a professional and timely manner.
Provide excellent customer service for all member communications by identifying member’s needs, researching issues, and providing solutions and/or alternatives.
Efficiently field customer communications, answer questions, and troubleshoot to resolve issues, and strengthen member relationships.
Communicate tactfully and provide information in a clear and concise manner.
Use sound decision-making and critical thinking skills to appropriately apply Healthmine rules, and federal HIPAA policies and procedures.
Promote first call resolution by resolving the customer's issue and recommending the best solution to resolve the problem.
Performs other duties as assigned.

WHAT YOU NEED:

High School Diploma or GED required.
1+ years of customer service experience researching, analyzing, and solving customer problems (preferably in the healthcare industry).
1+ years of experience processing, responding to, and following up on escalated member issues.
Ability to multitask, set priorities, manage time effectively, and maintain timeliness and completeness when following up on a member concern or issue.
Ability to work a full-time schedule, Monday through Friday, from 9am-6pm ET to adhere with the contact center business needs.
Must be an effective team player who can also work independently.
Computer/technical experience (i.e. High proficiency in Microsoft Word, Excel, and outlook).
Able to always remain professional and courteous with customers.
Possess strong verbal and written communication skills.
Data Entry skills.
Work well in team-oriented environment.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHAT WE PROVIDE:

Competitive base salaries, full benefits (medical, dental, vision), and company paid STD/LTD benefits.
401(k) with match and 100% vested on first day of contribution.
100% remote work with semi-flexible schedules.
Generous Universal Parental Leave.
18 PTO days and 16 Paid Holidays.

ABOUT HEALTHMINE:

Healthmine is a technology-enabled member engagement and rewards company. We build personalized, ongoing engagement strategies for health plans that drive healthy action through incentives and rewards, enhance member experience, and improve outcomes.

Healthmine provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Healthmine will provide reasonable accommodations for qualified individuals with disabilities.

Healthmine jobs

Member Services Coordinator