Member Services Representative - Peak Health

Peak Health; Core (WV); Remote; USD 35,000 - 52,000; Full time

Job summary

PHH Peak Health Holdings in West Virginia seeks a Membership Services Representative to handle inbound calls from Peak Health members, answering questions and resolving issues with privacy and accuracy.

You will work with management and peers to research member questions, perform outbound outreach as needed, and maintain high production and quality standards while following organizational policies and procedures.

Qualifications

• High school diploma or GED required.
• Two years of customer service experience in a call center environment.
• Associate degree or greater in related healthcare field preferred.
• Two plus years of experience in a fast-paced call environment with processing and/or customer service experience.

Responsibilities

• Verify member information while addressing general questions.
• Respond to and resolve all issues/inquiries to ensure a seamless member experience.
• Maintain open channels of member communications through outreach as required.
• Meet production and quality standards and manage work queues per department standards.
• Communicate effectively with internal and external staff.
• Escalate issues to supervision when appropriate.
• Ensure accuracy of information shared on a member’s behalf.
• Attend training sessions and demonstrate learning.
• Maintain accurate documents, including timekeeping records.

Skills

Customer service

Call center experience

Communication skills

Problem solving

Remote work ability

Education

High School diploma/GED

Associate degree in healthcare

Tools

EPIC

Microsoft Office

Job description

This position will report to the Manager of Member and Provider Services, playing a unique and important role in our mission to change healthcare for the better.

Experience in the healthcare industry, critical thinking, and compassionate communication skills will help the organization build an effective and efficient Membership Services Team. The Membership Services Representative will take inbound calls from Peak Health members, answering questions ranging from general information to complex inquires on a wide range of issues.

The Membership Services Representative will work with management and peers on the Peak team to research and resolve member issues and questions. This role, in addition to taking inbound calls, will make outbound calls to members with issue resolution or to gather further information. Ability to think critically and communicate effectively while following organizational policies and procedures is a must.

MINIMUM QUALIFICATIONS

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• High School diploma/GED

EXPERIENCE:

• Two (2) years of customer service experience in a call center environment

PREFERRED QUALIFICATIONS

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• Associate Degree, or greater, in related healthcare field.

EXPERIENCE:

• Two plus years’ experience in a fast-paced call environment with processing and/or customer service experience.

CORE DUTIES AND RESPONSIBILITIES:

The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

• Verify member information while addressing general questions.
• Responds to and resolves all issues/inquires to assure an efficient and seamless member experience.
• Maintains open channels of member communications doing outreach as required.
• Meets all production and quality standards, maintaining work queues according to department standards.
• Effectively communicates with internal and external staff.
• Elevates issues to next level of supervision, as appropriate.
• Ensures accuracy of information gathered and shared on a member’s behalf.
• Attends all required training classes, demonstrating proficiency and ability to learn.
• Other duties as deemed appropriate by the Management Team.
• Maintain accurate documents, including timekeeping records

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for extended periods of time.
• Ability to answer phone calls for extended periods of time.
• Lifting 10-25 lbs.
• Travel Requirement: 0%-25%

WORKING ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standard office environment with electrical equipment (i.e., telephone, personal computer, copier, fax machines, etc.)
• Computer Software/Systems include but not limited to Microsoft Office Professional Suite (Outlook, Word, Excel, Access) Internet Explorer and EPIC

SKILLS AND ABILITIES:

• Working Knowledge of administrative and clerical procedures and systems such as word processing and managing files and records.
• Ability to take direction and to navigate through multiple systems simultaneously.
• Excellent written and oral communication, customer service, interpersonal skills, and telephone etiquette.
• Ability to solve problems with predefined methods and guidelines to drive improved efficiencies and customer satisfaction.
• Familiarity with Medical insurance services process.
• Requires exceptional attention to detail, the ability to be organized and to be able to perform multiple tasks simultaneously.
• Ability to work remotely – this includes reliability, self-motivation, focus & time management skills.
• Ability to communicate clearly, concisely, and articulately while being an astute listener.

Additional Job Description:

Scheduled Weekly Hours:

40

Exempt/Non-Exempt:

Shift:

United States of America (Non-Exempt)

Company:

PHH Peak Health Holdings

Cost Center:

2911 PHH Member Services