Member Experience Representative

HealthEZ•Edina, MN

8d•$19 - $20•Hybrid

About The Position

HealthEZ is seeking a Call Center/Member Experience Representative to join our team! Member Experience Representatives provide world-class service to help our members navigate their healthcare benefits. The ideal candidate is energetic, empathetic, and thrives in a fast-paced environment. Attention to detail and stellar communication skills are critical for success in this role at our growing company. Member Experience Representatives provide compassionate, accurate, and efficient service to our employer groups, members, and providers while ensuring that regulatory compliance obligations are met. This role is an in-office, Bloomington, MN, position for the first 90-days, after which, hybrid office opportunities will be taken into consideration depending on performance. Shift preferences are available after the first two weeks of training. Our call center operations from 7am-7pm CST, M-F. No weekends are required. Performance bonus opportunities are available.

Requirements

High school diploma or equivalent; additional education is preferred
Minimum 2 years in a customer service role
Minimum of 1-year tenure with current employer
Excellent verbal and written communication skills to effectively convey information and understand customer needs
Ability to navigate multiple systems
Proficient in Microsoft Office Suite and Teams
Strong desire for problem solving
Ability to work in a fast-paced environment and manage multiple tasks efficiently

Nice To Haves

additional education is preferred

Responsibilities

Collaborate with a high performing and supportive call center team.
Provide guidance to members and providers via telephone, email, and online messaging systems.
Document the nature of the correspondence and resolution in call logs with detailed information.
Research member and provider inquiries that were unable to be immediately resolved and provide timely follow-up communication.
Escalate and transfer inquiries, as needed.
Work with Client Experience team members, other internal business partners, and vendors to investigate and resolve questions and concerns raised by members and providers.
Collaborate with the Client Experience Manager to develop personal goals and track progress to completion.
Comply with all regulations as required by law, including but not limited to HIPPA.
Perform other duties as assigned.