Member Services Representative

Byrne Dairy; City of Syracuse (NY); On-site; USD 27,000 - 34,000; Full time

Benefits offered by this job

Competitive Salary

Paid Time Off

Medical, Dental, Vision plans

Job summary

Nascentia Health in Syracuse, NY is seeking a Member Service Representative to be the first contact for members and potential members. You will support the Communication Center by handling incoming calls and inquiries, aiming for one-call resolution and high satisfaction.

The role emphasizes data collection, clear communication, collaboration with providers, and accurate documentation in computer systems, with regular in-person hours Monday–Friday 8am–4:30pm.

Qualifications

• Requires high school diploma; associates preferred in communications or related field.

Responsibilities

• Provide general program information to callers including prospective enrollees and community partners.
• Field calls from members and providers regarding member service requests and document details in systems.
• Ask questions, listen actively, and identify needs to resolve issues for one-call resolution when possible.
• Communicate clearly with members and providers to resolve issues and follow up when needed.
• Own problems through to resolution and coordinate with internal teams as needed.
• Meet performance goals for efficiency, accuracy, quality, and attendance.
• Handle large call volumes and interface with diverse audiences.

Skills

Customer service

Communication

Attention to detail

Microsoft Office

Call handling

Education

High School Diploma

Associates degree in Communications/English/Public Relations or related field

Tools

Microsoft Office

Job description

Excellence in customer service is the foundation of the Member Service Representative position. The Member Service Representative serves as a first contact for members and potential members of Nascentia Health. The Member Services Representative will support the Communication Center by managing incoming calls and customer service inquiries, including identifying and assessing customers’ needs with the goal to achieve one-call resolution and satisfaction to the best of their abilities.

Performance Standards and Responsibilities:

• Provides general program information to callers who can be prospective enrollees, families, caregivers, community liaisons, professionals within the community.
• Collects and updates demographic information
• Fields calls from members, families and community liaisons regarding member service requests.
• Ask appropriate questions and listens actively to identify specific questions or issues while documenting required information in computer systems
• Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with other departments and with the member
• Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction and attendance
• Ability to support and interface with a wide cross section of internal and external audiences with varying levels of experience
• Participates in special projects as required and other duties as assigned.

Requirements:

• High School Diploma or equivalent required. Associates in Communications, English, Public Relations or related field, or the equivalent preferred
• Minimum of one year customer service experience required, preferably in a health care setting.
• Previous experience in Provider Relations, Claims management, or Member Services preferred.
• Excellent oral, verbal, and written communication skills
• Exceptional customer service skills required.
• Accuracy and attention to details and follow through
• Ability to handle large volume of calls with members, providers, community organizations.
• PC skills including Microsoft Office required.
• This role is required to report in person to a Nascentia organizational office Monday- Friday 8am-4:30pm.

Physical Requirements

• Ability to sit or stand at a desk 90% of the day
• Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication.
• Bloodborne Pathogens Exposure Category III - Employee who rarely has contact with blood and body fluids.

Compensation & Benefits

Competitive Salary [This position is an H06 non-exempt position with a min-max rate of: $19.96-$24.96/hour] with:

• Retention Bonuses
• Internal Mentoring Program
• 401K with generous Employer match
• On-Site Gym (free for all employees)
• Medical, Dental, Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)
• Much More!

About Nascentia Health:

Nascentia Health is leading the way in home care, post acute care and long-term community health. A healthcare system without walls, Nascentia is an innovator in the concept of healthcare, truly focused on the patient as a whole. By serving people in their homes, Nascentia Health is able to provide true holistic care. We can address immediate needs, help support positive long term medical and lifestyle choices that provide for better outcomes, leverage cutting edge in-home care technologies, and help avoid unnecessary visits to busy healthcare facilities.

Our employees are our greatest asset. They work hard every day to make our system amazing and are dedicated to our mission of being the premier home and community-based care system for the regions we serve. We want everyone to love what they do, be excited about coming to work, and take pride in being part of our team.

Nascentia Health is an Equal Opportunity Employer (EOE)

Employment is contingent upon negative results of a pre-hire drug screen and background check clearance