Senior Member Experience Lead: Credentialing & Service

Beacon Hill Staffing Group, LLC; Oak Brook (IL); On-site; USD 65,000 - 90,000; Full time

Job summary

Beacon Hill Staffing Group, LLC is seeking a Senior Member Experience Specialist to support participants through credentialing journeys and to resolve complex inquiries. This role emphasizes customer-focused service in a fast-paced environment, acting as an escalation point and collaborating with vendors and internal teams to improve processes.

The position focuses on delivering seamless experiences from start to finish, maintaining accurate records, and ensuring service standards are met while

Qualifications

• Bachelor's degree or equivalent combination of education and professional experience.
• 3+ years of experience in customer service, participant services, credentialing, program administration, member services, or a related field.
• Demonstrated ability to manage complex customer concerns and escalations with professionalism and sound judgment.
• Exceptional written and verbal communication skills.
• Strong attention to detail and organizational abilities.
• Ability to prioritize multiple responsibilities and adapt in a dynamic environment.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Strong problem-solving skills and a commitment to delivering outstanding service.

Responsibilities

• Serve as a primary point of contact for participants throughout the credentialing and certification process.
• Respond to inquiries with professionalism, accuracy, and a high level of customer care.
• Act as an escalation resource for complex or sensitive participant issues, providing timely resolution and follow-through.
• Monitor and manage credentialing queues to ensure established service standards are met.
• Maintain accurate participant records, case notes, and documentation within organizational systems.
• Coordinate with third‑party vendors and internal stakeholders to support smooth program operations.
• Ensure compliance with established policies, procedures, and quality standards.
• Identify trends in participant inquiries and recommend opportunities for service improvements.
• Assist with workflow management, documentation updates, and operational support activities.
• Contribute to continuous improvement efforts focused on enhancing the overall participant experience.

Skills

Customer service

Communication

Detail orientation

Organizational skills

Problem solving

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Beacon Hill Staffing Group, LLC is seeking a Senior Member Experience Specialist to support participants through credentialing journeys and to resolve complex inquiries. This role emphasizes customer-focused service in a fast-paced environment, acting as an escalation point and collaborating with vendors and internal teams to improve processes.

The position focuses on delivering seamless experiences from start to finish, maintaining accurate records, and ensuring service standards are met while