Member Services Representative I

UNITE HERE HEALTH•Oak Brook, IL

10d•$19 - $23•Hybrid

About The Position

UNITE HERE HEALTH serves more than 190,000 workers and their families in the hospitality and gaming industry nationwide. The Member Services Representative I is the face of the Fund, particularly to members, and provides benefit, eligibility, claims, and healthcare education, information, and issue resolution to a multicultural community. The representative encourages participants to use benefits in accordance with plan provisions and to seek the best healthcare value while optimizing their service experience. The position serves members and other stakeholders through telephone, walk-in, in-person, and outreach interactions; researches and helps resolve benefit, eligibility, and claims issues; supports enrollment, health-program engagement, benefit presentations, and daily office operations. The schedule is generally Monday through Friday, 7.5 hours per day (37.5 hours per week), and may vary to meet business needs. A hybrid work-from-home arrangement may be available. The role requires 10%–15% travel.

Requirements

At least 0–2 years of direct experience in healthcare, insurance, a union, or a community-engagement environment.
Spanish bilingual ability is required.
Experience working with multicultural communities.
Working knowledge and experience in customer service, in person and/or over the phone.
Associate degree in healthcare or a related field, or equivalent work experience.
Ability to travel 10%–15%.

Nice To Haves

Call center experience is preferred.

Responsibilities

Serve as the main point of contact for Fund members, unions, employers, providers, and vendors regarding benefits, claims, eligibility, education, and questions.
Receive and record telephone and walk-in inquiries about plan benefits, claims, and eligibility.
Perform enrollment functions, including telephonic and in-person outreach.
Encourage members to participate in programs that can improve their health.
Recognize and communicate issues, trends, and anomalies to management.
Research benefit, eligibility, and claims issues and initiate corrective action with relevant departments.
Maintain current knowledge of systems and sources related to plan benefits, processes, and policies.
Assist with member outreach by telephone and face-to-face at the Fund office, union offices, and worksites.
Participate in benefit presentations.
Assist with daily office operations.