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Job Summary:
The Member Services Representative I is a key role within UHealthSolutions, Inc. that requires exceptional customer service skills and the ability to work in a fast-paced contact center environment.
Key Responsibilities:
- Provide information and referral services to customers via phone, ensuring a high level of customer satisfaction and resolving issues in a timely manner.
- Utilize provided scripts and procedures to effectively communicate with customers, exercising sound judgment to escalate complex issues to the appropriate team members.
- Perform administrative tasks, including filing and scanning documents, to maintain accurate records and ensure compliance with program policies.
- Demonstrate consistent and professional customer service skills, including active listening, clear communication, and empathy.
- Meet productivity and quality standards for each task assigned, actively participating in quality control and quality improvement initiatives.
- Maintain confidentiality of business documents and correspondence, adhering to HIPAA, corporate, and program guidelines.
- Comply with established departmental policies, procedures, and objectives, as well as health and safety regulations.
Requirements:
- High school diploma or equivalent required.
- Must read, speak, and write English fluently.
- Bi-lingual proficiency preferred (must read, speak, and write Spanish fluently).
- At least 6 months of call center experience or 1 year of customer service experience with strong phone handling skills.
- Physical ability to stand and repetitively bend down and reach up for extended periods.
- Flexibility regarding hours scheduled, including morning, mid-day, evenings, overnight, weekends, and holiday assignments.
Skills and Qualifications:
- Ability to utilize customer service skills, including relating well to diverse populations and representing the organization professionally.
- Sound judgment and discretion.
- Ability to communicate clearly and effectively verbally and in writing.
- Ability to follow established procedures.
- Accurate typing/data entry and information tracking skills at a minimum proficiency of 40 words per minute.
- Computer literacy, including experience with Internet Browsers, Microsoft Outlook, Word, and Excel.
COVID-19 Considerations:
- All employees must show proof of vaccination or seek exemption or accommodation related to disability, medical, or religious-based reason(s) by their 1st day of employment.
