Member Services Representative

Nascentia Health • Syracuse, NY

11d • $20 - $25

About The Position

Excellence in customer service is the foundation of the Member Service Representative position. The Member Service Representative serves as a first contact for members and potential members of Nascentia Health. The Member Services Representative will support the Communication Center by managing incoming calls and customer service inquiries, including identifying and assessing customers needs with the goal to achieve one-call resolution and satisfaction to the best of their abilities.

Requirements

• High School Diploma or equivalent required.
• Minimum of one year customer service experience required, preferably in a health care setting.
• Excellent oral, verbal, and written communication skills
• Exceptional customer service skills required.
• Accuracy and attention to details and follow through
• Ability to handle large volume of calls with members, providers, community organizations.
• PC skills including Microsoft Office required.

Nice To Haves

• Associates in Communications, English, Public Relations or related field, or the equivalent preferred
• Previous experience in Provider Relations, Claims management, or Member Services preferred.
• Bilingual skills preferred.

Responsibilities

• Provides general program information to callers who can be prospective enrollees, families, caregivers, community liaisons, professionals within the community.
• Collects and updates demographic information
• Fields calls from members, families and community liaisons regarding member service requests.
• Ask appropriate questions and listens actively to identify specific questions or issues while documenting required information in computer systems
• Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with other departments and with the member
• Meet the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction and attendance
• Ability to support and interface with a wide cross section of internal and external audiences with varying levels of experience
• Participates in special projects as required and other duties as assigned.

Benefits

• Retention Bonuses
• Internal Mentoring Program
• 401K with generous Employer match
• On-Site Gym (free for all employees)
• Medical, Dental, Vision plans
• Tuition Reimbursement
• Partially funded HSA
• Employee Recognition Platform
• Paid Time Off, Holidays, Sick and Extended Sick Leave
• Short/Long term Disability
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees