Member Services Representative

2 weeks ago


Mattapoisett, Massachusetts, United States Point32Health - Call Center Recruitment Full time
About the Role

We are seeking a highly skilled and compassionate Member Services Representative to join our team at Point32Health. As a key member of our call center, you will play a vital role in providing exceptional customer service to our members, resolving complex issues, and ensuring a positive experience for all interactions.

Key Responsibilities
  • Provide accurate and thorough interpretation of Point32Health benefits, claims processes, eligibility, and enrollment policies to members, employers, and internal customers.
  • Seek resolution of complex customer inquiries, facilitate problem resolution, and meet or exceed customer expectations.
  • Manage a high volume of incoming telephone calls from members, prospective members, employers, and internal Point32Health staff.
  • Efficiently and effectively process calls, accessing information and resolving concerns, asking probing questions, and accurately documenting encounters.
  • Investigate complaints and perform front-line analysis and intervention, making necessary outgoing phone calls to resolve member-related inquiries.
  • Follow assigned schedules to ensure appropriate phone queue coverage, interact with other Point32Health departments to resolve issues, and participate in initiatives and respond to requests for help.
  • Engage in opportunities to mentor new colleagues and assist with department projects, achieving key performance indicators.
Requirements
  • High School Diploma or equivalent required; College degree preferred.
  • 6+ months of work experience in customer service, retail, hospitality, or healthcare setting preferred.
  • Knowledge of medical terminology is a huge plus.
  • Prior experience training and working in a completely virtual and remote setting is a plus.
  • A desire to work in a professional environment.
What We Offer
  • Competitive hourly rate of $19.00, with quarterly incentives after training.
  • Opportunities for career development and advancement.
  • A generous benefits package, including paid time off, paid volunteer time off, educational reimbursement, company 401k match, medical benefits, and more.
  • A remote work environment with a quiet and confidential setting, high-speed internet, and direct ethernet connection.
About Point32Health

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized healthcare experience to everyone in our communities. We are committed to making diversity, equity, inclusion, accessibility, and health equity part of everything we do.



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