Member Experience Representative

HealthEZ; Minneapolis (MN); On-site; USD 26,000 - 28,000; Full time

Benefits offered by this job

Health benefits

401k

Paid time off

Job summary

HealthEZ is seeking a Call Center/Member Experience Representative in Minnesota to deliver world-class service helping members navigate their healthcare benefits. You will work with a supportive call center team, handling inquiries by phone, email, and online messaging.

This role requires a high school diploma, at least two years in customer service, and strong communication. You will document interactions, follow up, and ensure compliance with HIPAA in a fast-paced office setting.

Qualifications

• Minimum 2 years in a customer service role.
• High school diploma or equivalent; additional education is preferred.
• Able to navigate multiple systems and communicate clearly.

Responsibilities

• Collaborate with the call center team to provide guidance to members and providers by phone, email, and online messaging.
• Document the nature of the correspondence and resolution in call logs with detailed information.
• Research inquiries and provide timely follow-up communication.
• Escalate and transfer inquiries as needed and work with internal teams to resolve questions.

Skills

Customer service

Verbal communication

Written communication

Multitasking

MS Office

Teams

Education

High school diploma

Tools

MS Office

Teams

Job description

Job DetailsJob Location: Minnesota - Minneapolis, MN 55439Salary Range: $19.00 - $20.00 HourlyHealthEZ is seeking a Call Center/Member Experience Representative to join our team! Member Experience Representatives provide world-class service to help our members navigate their healthcare benefits.

What You\'ll Do:

• Collaborate with a high performing and supportive call center team.
• Provide guidance to members and providers via telephone, email, and online messaging systems.
• Document the nature of the correspondence and resolution in call logs with detailed information.
• Research member and provider inquiries that were unable to be immediately resolved and provide timely follow-up communication.
• Escalate and transfer inquiries, as needed.
• Work with Client Experience team members, other internal business partners, and vendors to investigate and resolve questions and concerns raised by members and providers.
• Collaborate with the Client Experience Manager to develop personal goals and track progress to completion.
• Comply with all regulations as required by law, including but not limited to HIPPA.
• Perform other duties as assigned.

QualificationsWhat We Expect from you:

• High school diploma or equivalent; additional education is preferred
• Minimum 2 years in a customer service role
• Minimum of 1-year tenure with current employer
• Excellent verbal and written communication skills to effectively convey information and understand customer needs
• Ability to navigate multiple systems
• Proficient in Microsoft Office Suite and Teams
• Strong desire for problem solving
• Ability to work in a fast-paced environment and manage multiple tasks efficiently

Member Experience representatives will work in our office setting using standard office equipment such as computers, multiple screens and telephones.

Performance will be require to meet specific performance targets such as call handling time and customer satisfactions scores.

Ongoing training and development opportunities may be provided to enhance skills and knowledge of company products and services.

We make healthcare EZ!

Additional Opportunity Details:

• Target Base Compensation Range for this role is $19.00-$20.00/hour*

Employee benefits are part of the competitive total rewards package that HealthEZ provides to you. Our comprehensive benefits program includes health benefits, retirement plan (401k), paid time off, paid leave including parental leave and more.

*Factors that may be used to determine your actual salary includes your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role. *

HealthEZ recognizes its responsibilities under federal, state and local laws requiring non-discriminatory employment practices. All employment decisions, practices and procedures will be carried out without regard to race, color, creed, religion and sex (including pregnancy), sexual orientation, national origin or ancestry, age, marital status, disability, family status, status with regard to public assistance or any other characteristic protected under applicable local, state and federal laws.

HealthEZ is proud to be an equal opportunity employer.