Member Support Representative (11:30am-8:00pmEST, Sat, Sun, Mon)

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Requirements:

• Highschool degree or equivalent required
• A self-starter with the ability to hold yourself accountable in a remote working environment
• Strong verbal and written communication skills. Patient, personable, and kind -- in writing, in person, on the phone, and on video
• A quick learner and comfortable using a variety of applications and software, which will include practice management systems, electronic health records, and related software; must be knowledgeable in Microsoft Office, Gmail, Google Drive, and Slack and have familiarity with CRM systems and practices
• Previous experience in hospitality, member services, or customer support, ideally at an early-stage startup
• High level of creativity with problem-solving and troubleshooting
• Adaptable and flexible to changing priorities, SLAs, workflows and organizational changes
• Strong time management and organizational skills with the ability to prioritize and self-motivate to achieve and exceed personal, team and department SLAs and goals
• Great active listening skills with a focus on empathy
• Ability to work under pressure, with an escalated members
• Strong work ethic and ability to remain positive with day to day impact on the workload
• Enjoys working both independently and collaboratively as part of a remote team
• Able to multitask by conducting phone conversations while documenting details of the call and moving the call forward
• Strong preference for individuals who have worked in omni channel support centers
• Impeccable attention to detail
• Multilingual skills a plus, but not required

Responsibilities:

• Efficiently manage a high volume of inbound member calls in a professional, timely and caring manner while providing accurate answers and information
• Respond to inquiries from members in a timely, professional, and empathetic manner; follow-up to ensure resolution
• Ensure quality member experiences are consistently delivered across channels (asynchronous messaging, phone, live chat) following all local, state, and federal guidelines
• Identify members’ needs by asking clarifying questions, researching issues and providing solutions and/or alternatives within established workflows
• Engage, support, and retain members by building rapport and going the extra mile while providing compassion and empathy that results in solutions
• Demonstrate Calibrate’s values with every member interaction
• De-escalate situations involving dissatisfied members, offering empathetic assistance and support
• Thoroughly document all member interactions, next steps and escalating to your manager as appropriate
• Make outbound calls to members, labs and pharmacies as part of various workflows
• Contribute to achieving Calibrate service level agreements through collaboration with team members, leaders and other departments
• Support Calibrate members in a variety of areas such as responding to general program inquiries, verifying member information, processing account updates, and leverage strong computer skills and the ability to navigate through multiple systems to research information quickly and effectively
• Provide accurate, valid and complete information by using the right methods/tools that align with member request and asking for support if information is incomplete
• Share member feedback and information with Associate Managers in order to continuously improve and evolve the member experience
• Strong interpersonal skills with the ability to build rapport quickly and communicate effectively with members and other team members of Calibrate.
• Serve as a proud brand ambassador for Calibrate, consistently championing our core values
• Take ownership of your personal performance including key metrics relevant to Calibrate standards
• These are key responsibilities for this role but may change with evolving business needs