Member Services Team Lead

Personify Health • Covington, LA

4d

About The Position

Personify Health has created the first and only personalized health platform, bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. The Member Services Team Leader will take an essential part of the operational supporting core with Member Services. In this role, you will be working closely with Representatives assisting them with operational questions or escalated member inquiries with Client Delivery and Account Management team, and you will work in tandem with Supervisors, where your partnership will strengthen consistent best practices. You will be managing internal queues and will become a central liaison between Member Services and external departments.

Requirements

• High school diploma or equivalent required
• Must have at least one year customer service experience in a call center environment.
• Excellent written and verbal communication skills
• Strong personal computer usage and Internet proficiency skills
• Ability to type 30 wpm minimum with accuracy
• Flexible with scheduling as business needs dictate
• Service Passion, Integrity, and Resourcefulness
• Eagerness to learn and a drive for continuous improvement
• Excellent consultative and written communication skills
• Ability to be professional and empathetic in all interactions

Nice To Haves

• Some University or Post-secondary Education preferred
• Familiar with cloud-based contact center software desirable
• Excellent knowledge of VP program and Member Services tools

Responsibilities

• Offer best in class customer service to our members
• Work on the Escalation Queue
• Take escalation/supervisor calls
• Handle complex cases and most escalations from agents
• Exercise informed judgment as appropriate to accommodate members
• Lead by example and assist with training new team members
• Assist supervisor to maintain operational integrity
• Adopt new and existing tools that will enhance the member consultation process
• Working on several other platforms/programs such as Jira, EFT and Admin Portal
• Daily communication with the CS team, other TLs, and other departments (Teams, meetings, Outlook)/Reporting issues in real-time
• Daily/Weekly meetings - internal and with other departments

Benefits

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions
• Paid Time Off
• Mental health support
• Retirement planning
• Financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED