Member Services Representative

Frontier Direct Care; Harlingen (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Job summary

Frontier Direct Care is seeking a Member Services Representative to deliver exceptional service to members, answer inquiries, and help them navigate the Frontier membership experience.

The role requires healthcare customer service experience, familiarity with EMR systems, and bilingual English/Spanish skills preferred. On-site work in Harlingen, TX is expected with opportunities to collaborate across teams and build a strong member-first culture.

Qualifications

• 2+ years in a healthcare customer service setting (clinic, medical office, hospital)
• Experience using medical terminology
• Current experience documenting and retrieving information in an EMR system
• Ability to manage multiple tasks while navigating screens
• Bilingual Spanish/English preferred
• Active listening skills for member conversations

Responsibilities

• Answer member inquiries via phone and written communication with empathy and professionalism
• Provide accurate information on membership details, guidelines, processes, and benefits
• Coordinate with provider offices to confirm insurance and health plan information
• Engage with members to understand needs and tailor responses for a positive experience
• Investigate and resolve or escalate membership and payment-related issues
• Evaluate member eligibility and process payments, applications, and requests
• Maintain detailed records of member interactions and update membership details
• Collaborate with Account Managers, Member Navigators and Pricing Specialists to smooth onboarding

Skills

Healthcare customer service

Medical terminology

EMR documentation

Multitasking

Bilingual English/Spanish

Active listening

Tools

EMR system

Job description

At Frontier Direct, we're transforming healthcare. Our patients get access to the care they need quickly and efficiently while experiencing improved health outcomes for the first time in their life. Join us in shaping the future of healthcare!

TRANSFORM HEALTHCARE AND CREATE MASSIVE IMPACT

We build experiences people love by incorporating empathy, care and trust. We challenge the status quo to restore the patient-provider relationship, starting with a team that deeply cares about healthcare and each other.

DO THE BEST WORK OF YOUR LIFE

We’ve redefined patient care and engagement, proving it's possible to build a premium healthcare brand. Supported by top healthcare funds and industry leaders, our strong team is rethinking collaboration and building a global, household name. Join us as a Member Services Representative and do the best work of your life.

What You’ll Be Doing

We believe in empowering our members to make informed decisions about their healthcare choices and ensuring they receive the support they need. As a Member Services Representative, you will play a vital role in delivering exceptional service to our members, addressing their inquiries, and helping them navigate the Frontier membership experience.

Responsibilities Of The Member Services Representative Role May Include

• Responding to inquiries from Frontier members via phone and written communication, addressing questions, concerns, and feedback with professionalism, empathy, and efficiency.
• Providing accurate and comprehensive information regarding membership details, guidelines, processes, benefits, offerings, and services to current and prospective members.
• Handling communications from Provider offices to confirm insurance and health plan information.
• Actively engaging with members to understand their individual needs and tailoring responses to ensure a positive member experience for all.
• Investigating and resolving or escalating membership and payment-related issues promptly and effectively.
• Evaluating member eligibility and processing payments, applications, and requests accurately and efficiently.
• Maintaining detailed records of member interactions and ensuring accurate and up-to-date membership information.
• Collaborating with Account Managers, Member Navigators and Pricing Specialist team members to support members and ensure a smooth onboarding process for new members.

Requirements

• A minimum of 2 years of experience in a healthcare customer service setting (clinic, medical office, hospital, etc.)
• Experience using and an understanding of medical terminology.
• Current experience documenting and retrieving information within an electronic medical records (EMR) system.
• Ability to effectively manage multiple tasks, including typing, speaking, and navigating various screens simultaneously.
• Bilingual proficiency in Spanish and English, preferred
• Active listening skills with the ability to effectively engage with members via telephone.

Benefits

• Frontier Membership for you and your immediate family
• Medical, dental, and vision insurance
• Voluntary insurance: short-term disability, long-term disability, life insurance, and other supplemental insurances.
• 401(k) plan: Free access to financial wellness platforms that provide financial advisors + personal finance tools

Time Off

• Accrued paid time off (PTO) policy, which includes up to 5 unplanned days off per year
• 9 additional company holidays
• Parental Leave policy

At Frontier Direct, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.