<span>Member Support Experience Agent - Fully Remote</span>

Unclassified-posted about 1 year ago
$60,008 - $60,008/Yr
Full-time • Entry Level
Remote • Concord, CA
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The Member Support Experience Agent at Nonstop Administration and Insurance Services, Inc. is a crucial role focused on delivering exceptional customer service to members of the Nonstop Health program. This fully remote position involves responding to inquiries regarding medical benefits, claims, and billing, ensuring a positive member experience through effective communication and problem-solving skills. The agent will work closely with members, brokers, and medical carriers to resolve issues and provide comprehensive information about Nonstop's offerings.

  • Respond to Nonstop member, broker partner, and client inquiries via phone and email.
  • Demonstrate strong customer service while helping members navigate their medical benefit offerings.
  • Guide members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's).
  • Work with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues.
  • Become an expert at Nonstop programs including core products and additional benefits.
  • De-escalate situations involving dissatisfied members by offering patient and empathetic support.
  • Maintain customer satisfaction at the core of every decision and task.
  • Build relationships and engage members by going the extra mile on every call.
  • Adhere to Nonstop guidelines, policies, and processes, including HIPAA regulations.
  • Commit to ongoing professional development and report on member and client trends.
  • Ability to adapt to rapidly changing requirements with a positive attitude.
  • Critical thinker with intuitive and creative problem-solving abilities.
  • Must be able to learn CRM systems.
  • Excellent organizational skills and proficient in multi-tasking.
  • Expert in customer service and an organized self-starter.
  • Ability to communicate effectively and professionally with staff, management, and clients.
  • Possesses a customer-first approach and eagerness to solve issues.
  • Strong writing skills and ability to work autonomously in a remote setting.
  • Proficient with Google Suite products or equivalents.
  • Familiarity with medical insurance and medical benefits.
  • 3+ years experience in a customer-facing support role.
  • Experience working on multiple platforms and successfully navigating numerous sources of information.
  • Hourly Rate of $28.85
  • Internet Reimbursement
  • Fully Remote Position
  • 401(k) plan participation with employer-matched contributions
  • Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period
  • Voluntary Benefits offered for employees and dependents
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