Member Care Specialist

2 weeks ago

Dallas, United States Samaritan Ministries International Full time
Member Care Specialist

This position is eligible for a sign-on bonus
About Company

Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another's medical needs through prayer, encouragement, and financial support.

From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom.

Summary

To serve the members by compassionately and efficiently communicating with members through designated service delivery channels, identifying and addressing member needs with timely and accurate information while working within established procedures and ministry guidelines with a focus on delivering solutions and value regarding their membership.

Competencies
  • Digital Literacy
  • Product and Technical Knowledge
  • Fostering Communication
  • Problem Solving
  • Acting with Integrity, Empathy, and Compassion
  • Collaborating with Others
  • Neighbor Focus
  • Pursuing Excellence
  • Attention to Detail
  • Emotional Intelligence
  • Professionalism
  • Initiative
Key Responsibilities
  • Help members navigate the differences between membership in a health sharing ministry and an insurance-centric health care field.
  • Answer member questions about Samaritan Ministries and health care sharing, the need sharing process, Guidelines, policies, and other processes.
  • Handle inbound and outbound phone calls, emails, and tasks from members with a focus on resolving member issues in an effective and timely manner.
  • Assess member situations to discern the most effective manner to communicate with them and deliver Christ-compassionate care and service.
  • Manage long-term interactions with specific members, as assigned, to bring resolution and positive member satisfaction and experience.
  • When appropriate, provide biblical counsel, prayer, and encouragement, while also upholding the authority of the member's local church.
  • Participate in ongoing training with a joyful and teachable attitude in the following ways: attending all prayer, team, department, and staff-wide meetings; Proactively reviewing training materials regularly and asking a trainer or supervisor for guidance or instruction when necessary; answering questions of less tenured advocates in both a timely and patient manner.
  • Deliver service solutions and high-quality member support using critical thinking and problem-solving skills to resolve member requests and complaints.
  • Handle all member requests and complaints with professionalism and courtesy demonstrating empathy and Christ centered compassion.
  • Help members understand how to resolve medical bill issues and guide members through the provider interaction process.
  • Interpret basic accounting-oriented information to communicate to members how much money they will be receiving from other members for medical bills.
  • Communicate sensitive medical information to members with discernment while upholding the privacy and security of member data and information; documenting each member interaction within the membership database.
Qualifications and Experience
  • Two-year degree from an accredited university or the equivalent combination of education and experience. (College diploma)
  • Staff are required to possess applicable knowledge to bring value to SMI in this role, know and utilize resources well, ask questions to ensure full understanding. gain and retain knowledge to keep up with changes, and accept and engage with training to grow knowledge for current and future responsibilities.
  • Excellent interpersonal, written, and oral communication skills with an ability to present complex information in an understandable manner.
  • Active listening and decision-making skills and the ability to ask appropriate questions, understand concerns, and bring resolution.
  • Strong work ethic and self-starter, able to adapt to change within a fast-paced environment, and learn and navigate new software quickly.
  • A compassionate and professional attitude with an ability to quickly develop a rapport and trust with members and maintain confidentiality.
  • Willingness to grow in skills, knowledge and capability, in line with goals agreed upon with supervisor.
  • Maintains a humble, Christ-centered, and others-focused 'team player' attitude.
Additional Information
  • Office location: Samaritan Ministries Dallas Regional Office
  • Tasks are normally conducted in a regular office environment, requiring use of computer and mouse and other standard office equipment. Staff usually remain in a stationary position, often standing or sitting for prolonged periods.
  • Staff will observe safety principles while performing the duties of the position
  • Onsite staff will be required to travel to office and have a valid driver's license.
  • May need to lift and move items up to 35 lbs on occasion
  • Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.
  • This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.

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