Member & Provider Services Specialist - Flexible Hours

Independent Living Systems, llc; Visalia (CA); Presencial; USD 22 000 - 33 000; Tempo integral

Resumo da oferta

Independent Living Systems (ILS) in Visalia, CA is seeking a Member & Provider Services Representative to be the primary contact for members, providers, and internal teams, delivering exceptional service on a high-volume call basis. You will answer inquiries, schedule appointments, document interactions, and help ensure compliance with privacy regulations while upholding the organization's standards.

If you have strong communication skills, data entry accuracy, and a compassionate phone

Qualificações

• High School Diploma or GED required.
• Healthcare experience preferred; data entry and record keeping.
• Ability to handle high-volume contact center demands.
• Strong interpersonal and communication skills.
• Flexible hours to cover contact center shifts.

Responsabilidades

• Handle a high-volume of inbound and/or outbound calls, providing accurate information on healthcare services, scheduling, and member and provider inquiries in a professional, courteous, compassionate and empathetic manner.
• Use active listening to identify needs, resolve concerns, educate members and providers, and strive for first call resolution whenever possible.
• Conduct comprehensive reviews of member and provider inquiries, complaints, grievances, and escalated issues by gathering information, obtaining documentation, clarifying circumstances, and facilitating timely resolution.
• Coordinate with internal departments, providers, and other stakeholders to resolve issues, support follow-up needs and elevate concerns when appropriate.
• Manage a high-volume caseload while meeting productivity expectations, service level agreements, regulatory turnaround requirements, and quality standards.
• Accurately document call details, update member records, and utilize contact center systems and clerical tools in accordance with established procedures.
• Ensure compliance with healthcare regulations, service level agreements, organizational policies, and confidentiality standards in all communications.
• Maintain established standards for schedule adherence, attendance, quality, member and provider satisfaction, and performance (including average handle time, after call work time, and outreach targets).
• Demonstrate professionalism through reliability, teamwork, strong work ethic, initiative, organization, and ongoing participation in training and professional development.
• Perform other duties as assigned.

Conhecimentos

Customer service

Communication

Active listening

Empathy

Data entry

Record keeping

Telephone systems

Flexible hours

Interpersonal skills

Formação académica

High School Diploma or GED

Associate's degree

Ferramentas

Microsoft Office Suite

Descrição da oferta de emprego

Independent Living Systems (ILS) in Visalia, CA is seeking a Member & Provider Services Representative to be the primary contact for members, providers, and internal teams, delivering exceptional service on a high-volume call basis. You will answer inquiries, schedule appointments, document interactions, and help ensure compliance with privacy regulations while upholding the organization's standards.

If you have strong communication skills, data entry accuracy, and a compassionate phone