Member Services Representative - Peak Health

WVU Medicine; United States; Remoto; USD 21.000 - 30.000; Tempo pieno

Descrizione del lavoro

PHH Peak Health Holdings in the United States seeks a Membership Services Representative to handle inbound calls from Peak Health members and outbound outreach as needed. You will investigate questions, verify member information, and collaborate with the Peak team to resolve issues.

The role emphasizes critical thinking, compassionate communication, and adherence to policies. A high school diploma and customer service experience in a call center are required, with preferred healthcare education.

Competenze

• Two years of customer service experience in a call center.
• Associate degree preferred in related healthcare field.
• Proven communication and problem-solving abilities in healthcare settings.

Mansioni

• Verify member information while addressing general questions.
• Respond to and resolve issues to ensure a seamless member experience.
• Maintain open channels of member communications and outbound outreach.
• Meet production and quality standards and manage work queues.
• Communicate effectively with internal and external staff.
• Escalate issues to supervision as needed.
• Attend required training and maintain timekeeping accuracy.
• Maintain accurate documents and records.

Conoscenze

Customer service

Call center

Clear communication

Critical thinking

Healthcare insurance knowledge

Time management

Formazione

High School diploma or GED

Associate degree in healthcare (preferred)

Descrizione del lavoro

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:

1. High School diploma/GED

EXPERIENCE:

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

PREFERRED QUALIFICATIONS** :**

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

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

EXPERIENCE:

1. 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.

1. Verify member information while addressing general questions.
2. Responds to and resolves all issues/inquires to assure an efficient and seamless member experience.
3. Maintains open channels of member communications doing outreach as required.
4. Meets all production and quality standards, maintaining work queues according to department standards.
5. Effectively communicates with internal and external staff.
6. Elevates issues to next level of supervision, as appropriate.
7. Ensures accuracy of information gathered and shared on a member’s behalf.
8. Attends all required training classes, demonstrating proficiency and ability to learn.
9. Other duties as deemed appropriate by the Management Team.
10. 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.

1. Ability to sit for extended periods of time.
2. Ability to answer phone calls for extended periods of time.
3. Lifting 10-25 lbs.
4. 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.

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

SKILLS AND ABILITIES:

1. Working Knowledge of administrative and clerical procedures and systems such as word processing and managing files and records.
2. Ability to take direction and to navigate through multiple systems simultaneously.
3. Excellent written and oral communication, customer service, interpersonal skills, and telephone etiquette.
4. Ability to solve problems with predefined methods and guidelines to drive improved efficiencies and customer satisfaction.
5. Familiarity with Medical insurance services process.
6. Requires exceptional attention to detail, the ability to be organized and to be able to perform multiple tasks simultaneously.

7. Ability to work remotely – this includes reliability, self-motivation, focus & time management skills.

1. Ability to communicate clearly, concisely, and articulately while being an astute listener.

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

PHH Peak Health Holdings

Cost Center:

2911 PHH Member Services