Member Services Specialist

22 hours ago

Birmingham, United States Daxko Full time
Company Description

Daxko powers health & wellness throughout the world. Every day our team members focus their passion and expertise in helping health & wellness facilities operate efficiently and engage their members.

Whether a neighborhood yoga studio, a national franchise with locations in every city, a YMCA or JCC--and every type of organization in between--we build solutions that make every aspect of running and being a member of a health and wellness organization easier and delightful.

Job Description

Join our team as a Member Services Specialist, where you'll deliver exceptional member management, electronic billing, and recovery services on behalf of our software customers. Acting as an extension of their Accounts Receivable and Member Management teams, you'll execute Full-Service Billing through Daxko software while directly interacting with members.

Key responsibilities include managing billing data, processing holds, freezes, and terminations, and resolving billing issues promptly. Your strong communication skills will shine in member outreach, ensuring a seamless and satisfying experience.

Make an impact by enhancing member satisfaction and positioning our brand as a trusted partner for outstanding service.

This is a full-time, hourly, non-exempt hybrid work position out of Birmingham, AL. Candidates must be local to Birmingham, AL, and able to come into our office.

Hours will be the following:
  • Monday through Friday 9am - 6pm CT

You will also:
  • Interact with members via email, inbound, and outbound phone calls
  • Manage a high volume of inbound and outbound calls
  • Respond promptly, accurately, and respectfully to member inquiries
  • De-escalate situations involving dissatisfied members and offer patient assistance and support
  • Review member accounts, investigate and diagnose member billing issues
  • Maintain accuracy of member financial records
  • Leverage Daxko software to successfully bill / reconcile member billing matters, and to generate monthly reports as needed
  • Follow all organizational compliance policies and standard operating procedures
  • Consistently meet weekly, monthly, and quarterly key performance indicators.
  • Participate in and/or lead team trainings to grow product and service expertise
  • Effectively collaborate with staff at all levels in the organization.

Qualifications
  • Six months of Customer Service or equivalent experience
  • Strong computer and multi-tasking skills
  • Strong interpersonal and communication skills, including active listening
  • Exceptional customer service skills including patience and empathy
  • Critical thinking and problem-solving skills
  • Ability to work independently, manage time effectively, and take initiative
  • Ability to work effectively in a fast-paced, high-volume call center environment
  • Strong attention to detail
  • High school diploma or equivalent

Bonus points for:
  • Bachelor's degree
  • Bilingual
  • Experience using CRM software, such as Salesforce
  • One (1) or more years' Customer Service experience preferred
  • Ability to speak a second language in addition to English
  • Demonstrated ability to effectively handle escalated customer issues

Additional Information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, benefits, and great perks. These perks are only for our full time team members. Some of our favorites include:

Flexible paid time off
Affordable health, dental, and vision insurance options
Monthly fitness reimbursement
Monthly Internet Stipend
401(k) matching
New-Parent Paid Leave
Casual work environments
Remote work

All your information will be kept confidential according to EEO guidelines.

#LI-Hybrid

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, and benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:

Flexible paid time off
Affordable health, dental, and vision insurance options
Monthly fitness reimbursement
401(k) matching
New-Parent Paid Leave
Casual work environments
Remote work

All your information will be kept confidential according to EEO guidelines.Learn More

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