Member Care Representative

Solidarity HealthShare; Tempe (AZ); On-site; USD 35,000 - 48,000; Full time

Job summary

Solidarity HealthShare seeks a Service Experience Representative to serve as the first point of contact for Members and Providers across billing, Membership, and sharing eligibility. You will deliver compassionate, accurate support across channels and document interactions in internal systems to support MSM mission.

The role requires strong communication, detail orientation, and the ability to work across multiple systems. On-site at a professional office environment with a team-focused culture.

Qualifications

• High school diploma or equivalent required.
• Minimum 1 year of customer service experience.
• Ability to work across multiple channels with professionalism.
• Authorized to work in the United States.

Responsibilities

• Uphold and integrate MSM's Catholic and Christian identity in responsibilities.
• Communicate effectively with Members and Providers via multiple channels.
• Resolve standard issues related to Medical Needs, Membership, and Account Updates.
• Document interactions with details of inquiry, concern, and resolution in internal systems.
• Participate in training and contribute to a unified team environment.
• Identify opportunities to update service policy and procedures.
• Perform other related duties as assigned.

Skills

Verbal written communication

Customer service principles

Attention to detail

Conflict resolution

Work eligibility US

Multi-system prioritization

Education

High school diploma or equivalent

1+ year customer service experience

Job description

The Service Experience Representative serves as the first point of contact for Members and Providers seeking support across a range of topics, including billing, Membership, Sharing Eligibility, and general inquiries. This role is responsible for delivering compassionate, accurate, and timely support throughout multiple channels, and plays a key role in advancing our mission to provide excellent service experiences.

DUTIES AND RESPONSIBILITIES:

• Uphold and integrate Melita Sharing Ministry's (MSM) Catholic and Christian identity and foster the teachings of the Church in all aspects of your job responsibilities.
• Comply with company guidelines, particularly those related to quality of service.
• Communicate effectively with Members and Providers via multiple channels in a professional manner, ensuring they feel heard, supported, and respected.
• Resolve standard issues related to Medical Needs, Membership, and Account Updates.
• Ability to understand MSM mission and vision.
• Ability to provide product and service information to existing members as it pertains to our sharing guidelines.
• Maintain an accurate Member account by documenting interactions with details of inquiry, concern, and resolution in internal systems.
• Participate in training and contribute to a unified team environment.
• Identifies opportunities to update or improve Service Experience policy/procedure and make recommendations to the appropriate staff.
• Performs other related duties as assigned.

REQUIRED QUALIFICATIONS & SKILLS:

• Excellent verbal and written communication skills.
• Knowledge of customer service principles.
• Organized with attention to detail.
• Ability to resolve Member complaints and concerns while maintaining a professional and calm demeanor.
• Must be able to provide proof of eligibility to legally work in the United States.
• Proficient in managing multiple systems and prioritizing effectively.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• At least one year of customer service experience required.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

WORKING ENVIRONMENT:

• Professional office setting

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.