Member Support Specialist

Job purpose

Member Support Specialist is responsible for delivering excellent customer service through the engagement and education of members in a fast-paced, in-bound, call center environment. The Member Support Representative receives telephonic inquiries including but not limited to the following: sharing request status and payments, member billing and account information, provider accessibility, and general program and eligibility questions. This critical, member-facing, role handles each call with care, empathy, detail, subject matter expertise and with the goal of a one-call resolution. The desired result of the Member Support Specialists to consistently provide an unmatched member experience, delivered in accordance with OneShare values, internal processes and procedures, and various regulatory requirements.

Areas of Accountability / Main Activities/ Expected Results

Area No. 1: Continuous Improvement Leadership

Main Activities:

• Demonstrates effective, active listening to collect relevant information, build rapport and respond to callers in a professional, empathetic, and compassionate manner
• Assists members in navigating company website and member portal(s) and encourage sand reassures them to become educated, empowered, and self-sufficient
• Accurately and expediently resolves issues, finds solutions, and provides information to OneShare Health members and customers
• Effectively and accurately analyzes member and other customer inquiry type to help ensure accurate information and resolution steps
• De-escalates dissatisfied members and formulates win-win solutions to member difficulties area

Area No. 2: Cross Functional Collaboration Education

Main Activities:

• Creates cases for Member Resolution team when inquiries require additional research and cannot be resolved in accordance with “one-call resolution” standards and guidelines
• Accurately documents all provider and member interactions in a timely manner and in accordance with internal policies and procedures
• Consistently adheres to standards, processes, protocols including but not limited to: attendance, schedule adherence, service level agreements (SLA’s)and various contact center-specific policies and procedures
• Meets quality, quantity, and timeliness standards to achieve individual and department performance goals
• Continually meets and exceeds Quality Assurance call audit standards

Education / Certification(s) / Experience / Skills(s)

• High School Diploma or equivalent
• One (1) Plus years of inbound call center, customer service experience
• Two (2) Plus years of experience in healthcare or insurance preferred
• Familiarity with databases (AS400) preferred but not required
• Bi-lingual (English/Spanish) preferred
• Demonstrated ability to effectively multitask
• Demonstrated understanding of medical terminology helpful but not required
• Demonstrated attention to detail and accuracy in a fast-paced environment
• Proficiency in various Microsoft applications
• Excellence in verbal and written communication skills

Do you share our passion for helping others? Are you looking for more than just a job?

Submit your resume today and join us in our unwavering commitment to working and serving “Better Together”!

OneShare Health, LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, pregnancy status, sexual orientation, gender identity, veteran status, marital status, genetic information, citizenship status, or other status protected by law. In compliance with the Immigration Reform and Control Act of 1986, we will hire only U.S. citizens and aliens lawfully authorized to work in the United States.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid remote
• Office

Work Location: Hybrid remote in Uniontown, OH 44685

Salary : $18 - $20