Insurance Member Services Pro - First-Call Resolution

Relation Insurance Services; Tulsa (OK); On-site; USD 28,000 - 54,000; Full time

Job summary

Relation Insurance Services is seeking a Member Service Specialist to serve as the main contact for members and providers, handling inbound calls, research, and administrative tasks. You’ll document interactions, manage inboxes, and collaborate across teams to resolve inquiries efficiently.

The role emphasizes first call resolution, accurate benefits information, and proactive problem-solving in a fast-paced environment, with an opportunity to leverage innovative AI tools within our service

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience, preferably in call center, healthcare, insurance, or admin support.
• Experience in member services, healthcare, or insurance operations preferred.
• Familiarity with shared inboxes, ticketing systems, call tracking, or CRM/case management systems preferred.
• Experience documenting work in CRM or case management platforms preferred.
• Prior experience in team-based support environment preferred.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and meet response-time expectations in a fast-paced setting.
• High attention to detail and documentation accuracy.
• Professional demeanor with strong interpersonal, collaboration, and time management skills.
• Basic computer proficiency and ability to learn new systems.

Responsibilities

• Answers inbound calls promptly and professionally.
• Strives to achieve first call resolution whenever possible.
• Provides accurate information regarding benefits, services, and requests.
• Accurately documents all calls, actions, and resolutions in call tracking and case management systems.
• Manages and responds to inquiries in shared and assigned inboxes promptly, professionally, and with empathy.
• Completes follow-up work and administrative tasks to support member and provider requests.
• Conducts research and performs outbound communications to resolve inquiries.
• Assigns appropriate call statuses (e.g., First Call Resolution or Open).
• Takes ownership of assigned and claimed tasks to ensure timely completion.
• Communicates follow-up needs clearly and collaborates across teams as required.
• Provides phone coverage during periods of high call volume or operational need.
• Identifies and communicates trends, recurring issues, and process improvement opportunities to leadership.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience.
• Performs other projects, duties, and tasks, as assigned.

Skills

Customer service

Call center

CRM knowledge

Team collaboration

Multitasking

Education

High school diploma or equivalent

Tools

CRM systems

Ticketing systems

Call tracking

Job description

Relation Insurance Services is seeking a Member Service Specialist to serve as the main contact for members and providers, handling inbound calls, research, and administrative tasks. You’ll document interactions, manage inboxes, and collaborate across teams to resolve inquiries efficiently.

The role emphasizes first call resolution, accurate benefits information, and proactive problem-solving in a fast-paced environment, with an opportunity to leverage innovative AI tools within our service