Member Experience Specialist

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

Benefits offered by this job

Competitive pay

Strong benefits package

Career advancement opportunities

Job summary

Relation Insurance is seeking a Member Service Specialist to serve as the primary contact for members and providers, handling inbound calls, inquiries, and backend support. The role emphasizes achieving first-call resolution, accurate documentation, and cross-team collaboration in a fast-paced environment.

Responsibilities include managing shared inboxes, performing research, outbound communications, and documenting actions in case management systems.

Qualifications

• High school diploma or equivalent
• Experience in customer service, preferably in a call center, healthcare, insurance, or administrative support
• Experience in member services, healthcare, or insurance operations preferred
• Familiarity with shared inboxes, ticketing systems, call tracking, or CRM/case management systems
• Experience documenting work in CRM or case management platforms
• Prior experience working in a team-based support environment
• 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

Healthcare

Insurance operations

CRM systems

Documentation

Multi-tasking

Communication skills

Education

High school diploma or equivalent

Tools

Ticketing systems

Call tracking software

Case management systems

Job description

Relation Insurance is seeking a Member Service Specialist to serve as the primary contact for members and providers, handling inbound calls, inquiries, and backend support. The role emphasizes achieving first-call resolution, accurate documentation, and cross-team collaboration in a fast-paced environment.

Responsibilities include managing shared inboxes, performing research, outbound communications, and documenting actions in case management systems.