Member Services Agent I
New
V
VidaHealthcare
United StatesFull-TimeEntry
Salary21 USD per hour
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Job Details
- Experience
- 2-3 years
- Required Skills
- Problem SolvingCustomer serviceActive listeningCRM
Requirements
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Minimum 2-3 years of experience in a customer service or call center role.
- Prior experience within the healthcare industry preferred.
- Strong verbal and written communication skills.
- Excellent problem-solving and active listening abilities.
- Proficiency in using CRM and ticketing systems.
- Ability to work efficiently in a fast-paced, member-focused environment.
- Strong Wi-Fi connectivity required for remote work.
Responsibilities
- Conduct outbound outreach to explain program benefits using motivational interviewing and rapport building.
- Manage inbound calls to perform assessments, answer service questions, and assist with program enrollment and app navigation.
- Deliver exceptional customer experiences by responding to inquiries with empathy and efficiency.
- Document all member interactions and resolutions accurately in the Member Services system while maintaining HIPAA confidentiality.
- Resolve member concerns and escalate complex issues to appropriate departments for timely follow-up.
- Adhere to company protocols to ensure compliance with healthcare standards and resolve objections.
- Support ad-hoc Member Services projects including quality monitoring and scripting improvements.
- Participate in ongoing training and professional development.
- Meet and exceed inbound and outbound Key Performance Indicators (KPIs).
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