Member Service Associate

3 weeks ago

Lewiston, United States Community Health Options Full time

**Join our team text MEMBER to 207-367-3977 to apply**

The Member Service Associate (MSA) is responsible for responding to inquiries accurately and resolving issues through an efficient, respectful, and customer-focused approach. The position facilitates first call resolution through a commitment to exceptional service, product knowledge, research and by effectively partnering with internal and external partners. The position acts as a trusted resource and reliable advocate who provides informational support for specific health plans, general health insurance and available online resources.

The Member Service Associate supports Members, prospective Members, administrators, healthcare providers, and health insurance agents/brokers.

**RESPONSIBILITIES / DUTIES**
- Responds accurately to inbound inquiries and makes outbound calls as needed to facilitate resolution.
- Demonstrates a commitment to exceptional service and first call resolution.
- Complies with all federal and state HIPAA privacy laws.
- Researches health insurance products and policy information and effectively communicates in an understandable manner regardless of complexity.
- Provides informational and navigational assistance related to eligibility, benefits, billing, and self-service online resources.
- Sets appropriate expectations and ensures any promises made are kept.
- Communicates and coordinates with internal departments and external partners.
- Provides feedback to managers on identified issues, the caller experience, or opportunities for improvement.
- Documents in a clear, concise, and accurate manner.
- Performs other responsibilities as assigned.

**KEY COMPETENCIES**

People within Community Health Options are expected to work with integrity, humility, strategic vision, curiosity, and discipline. They must be self-motivated, highly effective, and compassionate communicators, effectively working with people, work processes, and actively engaging in continuous process improvement.

Health Option diversity initiatives are applicable—but not limited—to our practices and policies on recruitment and selection; compensation and benefits; professional development, and training; promotions; transfers; social and recreational programs, and the ongoing development of a work environment built upon the premise of diversity equity, which encourages and enforces:

- Respectful communication and cooperation between all employees.
- Teamwork and employee participation, permitting the representation of all groups and employee perspectives.
- Work/life balance through flexible work schedules to accommodate employees’ varying needs.
- Employer and employee contributions to the communities we serve to promote a greater understanding and respect for the diversity.

**QUALIFICATIONS**
- Experience working in a call center, retail, or equivalent customer service environment one or more years.
- Prior work experience in health insurance or healthcare related fields (preferred).
- Strong verbal and written communication skills with the ability to work as part of a goal-oriented team.
- Proficient in using a computer (typing, navigation, multi-tasking) and has experience using Microsoft Office products.
- Ability to manage time effectively and adhere to a schedule.
- Possess a willingness to adapt to change and is receptive to feedback to further professional development.
- High school diploma, general education degree or equivalent

**This is a remote position that includes a Total Rewards Program that is designed to enhance the lives of our people (i.e., cultivate a commitment to health, pay for current healthcare and dependent care costs, and provide a tax-effective vehicle to accumulate funds for retirement).**
- **Health, Dental and Vision Insurance**:

- **Employer paid Group Life, STD and LTD Insurance**:

- **Wellness Program**:

- **401(k) Retirement Plan with Employer match**:

- **Workplace Flexibility and Workplace Transition Program**:

- **EAP**:

- **Dependent Care Flex Spending**:

- **Vacation time, Holidays, Floating Holidays, Personal Health time, Maine Earned Paid Leave, Parental Paid Leave**:

- **Professional Development/Education Reimbursement**

**HOURLY RATE: $17.00

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