Member Resource Center Representative

Seiu 49; Southfield, Northern (MI, KY); Hybrid; USD 36.000 - 52.000; Vollzeit

Benefits dieser Stelle

Health coverage

Pension plan

Auto/phone allowance

Zusammenfassung

SEIU Healthcare Michigan in Southfield, MI is seeking a full-time member services associate to handle inbound calls, document interactions, and assist members with benefits, trainings, and grievances. The role involves in-person work in a cubicle with a computer and phone, and requires strong customer service skills and adherence to SOPs.

Preferred bilingual capabilities and experience in a call center or social justice setting are a plus.

Qualifikationen

• Commitment to SEIU's mission and goals.
• Handle high volumes of inbound calls using computer-based phone systems.
• Interact with callers in English and/or additional languages and follow call flow scripts.
• Create follow-up work orders using online forms and maintain notes in systems.
• Use customer service skills to resolve complaints and inquiries.
• Follow SOPs for activities including class registration, training verification, health insurance eligibility, and first-level investigation of member concerns.
• Work in a cubicle with a computer and phone.
• This position is full-time and currently in-person only.

Aufgaben

• Answer inbound calls from members via the member help line.
• Document calls in computer systems.
• Process emails and other documentation requests.
• Occasionally assist members in-person.
• Answer questions about contract rights and grievances.
• Assist with membership card signing.
• Explain benefits and enroll in healthcare.
• Assist with registering for training courses and credits.
• Participate in civic engagement and grassroots advocacy.
• Become a subject matter expert on assigned contracts and divisions.
• Other duties as assigned.

Kenntnisse

Customer service

Call center

Bilingual (English/Spanish)

Data entry

Tools

Language Line

Jobbeschreibung

About the organization:

SEIU Healthcare Michigan (HCMI) is a dynamic labor union and the largest healthcare worker union in the state, representing over 50,000 long-term care and hospital workers. HCMI members are dedicated to raising standards for healthcare workers and ensuring access to affordable healthcare for all Michiganders.

As part of the two-million-member Service Employees International Union (SEIU), we believe in valuing all workers and respecting all people, fostering thriving communities, and leaving a more equitable world for future generations. We work to build a strong, vibrant, multi-racial, multi-generational labor movement that centers worker power as the vehicle to create good union jobs and healthy communities for all who call Michigan home.

About the position

Want to work for an organization that is changing the lives of low wage workers and building a labor movement for the future? We represent more than 50,000 health care workers in hospitals, nursing homes, and home care workers across the State of Michigan and are the state’s fastest growing union. Our organization is helping to lead national fights for affordable health care for all, a fair economy, comprehensive immigration reform, and the free choice for all workers to form a union. We advocate for access to quality healthcare including long-term care for all and an end to poverty wages for all.

Location

Southfield, Michigan Office serving a Statewide union

Job Responsibilities

• Answering inbound phone calls from members. THis includes inbound calls and messages received from our member help line.
• Documentation of calls using computer systems
• Process emails and other documentation requests
• Occasionally helping members in-person
• Answer questions about contract or on-the-job rights:
• First-step representation for some grievances, assistance filing a grievance and/or referral to the staff team which handle collective bargaining and employer relations
• Assist workers with completing membership card signing
• Answer questions on employment benefits and enrolling for healthcare benefits
• Assist workers in registering for training courses and with questions relating to course completion and credit, and the Training Partnership
• Participation in activities, including civic engagement (of members) such as voter registration, get-out-the-vote and grassroots political advocacy.
• Becoming a subject matter expert in assigned contracts, division, etc.
• Other duties as assigned

What are we looking for?

Required:

• Personal commitment to the mission and goals of organization is a requirement of this position
• Manage and answer large volumes of inbound calls and/or place outbound calls using computer-based phone systems for long periods of time, may include, disconnect, place on hold, conference with another call, make "help desk" call.
• Interact with caller in English and/or additional language(s); follow call flow script to gather information on caller and answer questions appropriately.
• Create follow up work orders (escalations, mail requests, etc.) as needed. This is done using online forms; review, update and create new notes by typing in computer databases.
• Use customer service skills and techniques to resolve caller complaints and concerns
• Use Standard Operating Procedures for a variety of activities including but not limited to class registration, training verification, verification of eligibility for health insurance benefits, first level investigation of member complaints and/or discipline, using Language Line translation service, etc.
• The work above is conducted in a cubicle with a computer and phone.
• This position requires a full-time schedule that will vary and is currently in person only.

Preferred:

• Fluency (written and spoken) in English and at least one additional needed language, native speakers strongly encouraged. Languages for which we are most often recruiting include: Spanish and Arabic.
• Experience in a call center environment, human services referral, information program, and social justice organizations are all a plus.
• Experience working in the healthcare field

Benefits

SEIU Healthcare Michigan staff enjoy excellent benefits, including comprehensive health coverage (major medical, dental, and vision) for employees and their eligible dependents. Additional perks include an auto and phone allowance or work phone provided, generous holiday policies, and a pension plan.

The position is a full-time position that occasionally requires long and irregular hours, including some nights, weekends and holidays.

SEIU HCMI is an equal opportunity employer that prohibits discrimination, harassment, and harmful behavior of any kind based on race, color, sex, religion, sexual orientation, national origin, gender identity, disability, genetic information, pregnancy, or other protected characteristics as outlined in federal, state, or local laws. All qualified applicants, including minorities, veterans, and people with disabilities, are encouraged to apply. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.