Member Services Representative - SPBM

Archimedes; Brentwood (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Archimedes is seeking a Member Services Representative to join our in-office team in Brentwood, TN. You will deliver excellent member service through inbound and outbound calls, quickly understanding Archimedes' services and member needs, while following established procedures to maintain quality and efficiency.

This role emphasizes problem solving, effective communication, and teamwork as you support members and contribute to a positive customer experience that aligns with Archimedes' goals in

Qualifications

• A minimum of 1 year of experience delivering excellent service in a call center or similar role.
• High School Education Diploma/GED is required.

Responsibilities

• Handle front-line inbound and outbound member calls with a focus on delivering excellent service.
• Follow established procedures to maintain production quality and meet performance targets for speed and accuracy.
• Analyse situations and resolve issues to benefit the member and Archimedes.
• Write clearly and communicate effectively, ensuring accurate information.
• Collaborate with teammates to support a positive team environment and organizational goals.

Skills

Customer service

Communication

Education

High School Diploma/GED

Job description

Overview

Archimedes is a rapidly growing leader in the specialty drug benefit management space. We are looking for a Member Services Representatives. This position is responsible for delivering excellent service to members utilizing processes and technology within a call center. If you are dependable with strong problem-solving and customer service skills This is an in office position.

Responsibilities

• Ensures all customers receive an excellent level of customer service.
• Handling front-line inbound and outbound member calls, with the ability to quickly gain a deep understanding of Archimedes' services and customer needs.
• Follows established procedures, processes, and standards for production, productivity, quality, and customer-service. Meets performance targets for speed, efficiency, and quality.
• Analytical - Can analyze a situation and understand quickly what the implications are to other groups within Archimedes. Uses intuition to make decisions that are best for the business.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments, demonstrates a high sense of urgency when
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar;
• Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation – Sets/achieves challenging goals; Demonstrates persistence, overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives;
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality, is able to lead an environment of high quality high efficiency performers.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals;
• Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Qualifications

• A minimum of 1 year of experience delivering excellent service in a call center, collections, or member retention role. While we desire experience with healthcare or pharmaceutical environment (excluding home healthcare,) we are willing to train the right person.
• High School Education Diploma/GED (Required)

Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Equal employment opportunity, including veterans and individuals with disabilities.

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