Member Services Executive - Fuze Services
About The Position
At Fuze Health, we put patients first and tirelessly address the most pressing needs in healthcare. We empower millions to digitally connect with care providers, essential health resources and needed treatments – and enable care providers, employers, health plans and life sciences companies to meaningfully enhance quality, outcomes and value. We are dedicated to helping our partners evolve and modernize to meet emerging patient and marketplace needs. Fuze Health’s foundation is built upon the strategic combination of several proven, technology-powered innovators in the digital health, diagnostics, and pharmacy sectors. Our growing portfolio brings together the capabilities of industry leaders including LetsGetChecked, Truepill, and Alto Pharmacy, to create a distinctive, unified force in healthcare. Together, we have the shared vision, advanced capabilities and talented teams to deliver next-generation solutions that patients and healthcare partners need today and into the future. Focused on the member experience, the Member Service Executive will work collaboratively to ensure that members enroll in the various programs and are supported throughout the home health testing process. Job responsibilities include handling inbound phone and email inquiries regarding account set-up, system assistance, Kit status and general program information, assisting with multi factor authentication, conducting outbound calls to enroll members, and follow up calls for test kit returns Coordination with clinical staff is an essential element of our programs. Member Service Executives will contribute to operational initiatives and participate in training sessions in order to achieve operational service metrics and client program goals.
Requirements
- Previous experience working in an inbound/outbound call center environment preferably in the healthcare industry
- Bachelor's Degree or equivalent work experience
- High level of comfort with technology and working knowledge of Google tools
- Previous role in tech support a plus
- Working knowledge of Amazon Connect platform a plus
- Experience using Salesforce
- Ability to work independently in a fast paced, high growth, virtual environment
- Excellent organizational, written and verbal communication skills
- Critical thinking and problem-solving skills
- Excellent collaboration skills and ability to work within a team
- Natural ability to demonstrate empathy and inherent desire to help others
Nice To Haves
- Previous role in tech support a plus
- Working knowledge of Amazon Connect platform a plus
Responsibilities
- Respond to inbound calls from members seeking support related to the testing process, including help for setting up their online accounts, questions regarding specific tests and how to administer them and inquiries about their test results
- Make outbound calls to enroll members in programs
- Respond to email inquiries
- Complete system documentation to ensure that member records are complete and accurate
- Collaborate with the clinical team to ensure that all members receive the applicable clinical support as determined by the program guidelines and operations best practices
- Adhere to all client program requirements and guidelines as part of standard operating procedure, make recommendations for program improvements
- Test system enhancements and new features to ensure they meet Care Team requirements
- Make recommendations for improving standard operating procedures and best practices for the Care Team
- Contribute to a positive team environment through collaborative and supportive interactions with all
- Meet company objectives by helping out with other special projects or assignments
Benefits
- dental
- vision
- multiple group medical plans to choose from
- a 401(k) retirement savings plan
- group life insurance
- accidental death and dismemberment (AD&D) insurance
- flexible spending account (FSA)
- health savings account (HSA)
- commuter benefits
- employer-paid short-term (STD) and long-term disability (LTD) insurance
- additional supplemental insurance plans (spouse life insurance, legal insurance, an employee assistance program, home health testing kits, and a fertility medication discount program)
- flexible vacation time
- accrued paid sick time
- 10 paid holidays
- (2 floating holidays for full time non-exempt employees)
- eight weeks of paid parental leave for eligible employees
- additional paid weeks for the birthing parent
- 4 weeks paid caregiver leave
- a Lifestyle Spending Account allowance each month
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
