Member Care & Resolution Specialist

Relation Insurance Services; Tulsa (OK); On-site; USD 21,407 - 46,356; Full time

Benefits offered by this job

Competitive pay

Safe and healthy work environment with

Career advancement opportunities

Job summary

Relation Insurance Services in Tulsa, OK is seeking a Member Service Specialist to be the primary contact for members and providers, delivering timely and accurate information while supporting back-end tasks.

You will handle inbound calls, manage inboxes, document interactions in CRM/case management systems, and collaborate across teams to resolve inquiries, with emphasis on first call resolution and service excellence.

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience, preferably in a call center, healthcare, insurance, or administrative support environment.
• 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.

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

Verbal communication

Written communication

Multitasking

Education

High school diploma or equivalent

Tools

CRM systems

Ticketing systems

Call tracking software

Job description

Relation Insurance Services in Tulsa, OK is seeking a Member Service Specialist to be the primary contact for members and providers, delivering timely and accurate information while supporting back-end tasks.

You will handle inbound calls, manage inboxes, document interactions in CRM/case management systems, and collaborate across teams to resolve inquiries, with emphasis on first call resolution and service excellence.