Bilingual Member Service Representative
Job Description
JOB TITLE: Member Service Rep
DEPARTMENT: Client Services
REPORTS TO: Supervisor, Member Services
TYPE: Full Time, Non-Exempt
LOCATION: Remote
ROLE SUMMARY:
As a Bilingual Member Service Representative, you will be responsible for taking incoming calls from members as well as making outbound calls in both English and in Spanish. You will be responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Member Services department.
WHAT YOU WILL DO:
- Efficiently answer questions, educate, and counsel members regarding employee benefits programs, including insurance, online tools, and other benefit related matters
- Maintain timeliness and completeness when following up on a member concern or issue
- Communicate tactfully and provide information in a clear and concise manner
- Manage communication style to educate customers with various levels of knowledge and experience
- Use sound decision-making and judgment skills and appropriately apply and interpret existing law, pending legislation, rules, policies and procedures
- Resolve product or service problems by clarifying the customer's complaint and recommending the best solution to solve the problem
- Promote benefit related tools, services, and programs
- Provide exceptional service as defined by customer service guidelines
- Performs other duties as assigned
WHAT YOU NEED:
- High School Diploma or GED required.
- 1+ years of customer service experience analyzing and solving customer problems (preferably in the healthcare industry).
- Computer/technical experience? (i.e. High proficiency in Microsoft Word, Excel, and outlook).
- Willing to work full-time, flexible 8-hour shifts (Office is open Monday through Friday, 8:00am to 9:00pm).
- Able to always remain professional and courteous with customers.
- Possess strong verbal and written communication skills in both English and Spanish.
- Data Entry skills.
- Work well in team-oriented environment.
WHAT WE PROVIDE:
- Competitive base salaries, full benefits (medical, dental, vision), and company paid STD/LTD benefits.
- 401(k) with match and 100% vested on first day of contribution.
- Equity – we offer stock options that are vested over a four-year period.
- A hybrid work model and flexible work schedules.
- Generous Universal Parental Leave.
- 18 PTO days and 16 Paid Holidays.
OUR MISSION:
Healthmine is a technology-enabled member engagement and rewards company. We build personalized, ongoing engagement strategies for health plans that drive healthy action through incentives and rewards, enhance member experience, and improve outcomes. Our configurable solutions include:
- Member Engagement: Deliver omnichannel outreach to engage members in self-managing health risks and conditions.
- Member Experience: Keep a pulse on member satisfaction through digital surveys (e.g., Mock CAHPS, NPS©) and a continuous feedback loop with real-time results.
- Digital HRA: Maximize HRA compliance and uncover risk in your population through self-attestation via quick and efficient digital HRAs.
- Smart Rewards & Incentives: Motivate members with the right rewards, supported by end-to-end gift card and merchandise reward fulfillment.
- Medicare Insights: Take a data-driven approach to Star rating performance improvement using a comprehensive analytics tool with the ability to operationalize engagement activities immediately.
- Consulting & Professional Services: Leverage our team of industry experts to guide strategy and implement our technology tools to meet your unique needs.
Healthmine clients get immediate, actionable insights into the success of member engagement and satisfaction initiatives, as well as the priority areas, to improve quality measures and Star Ratings. Partner with us to implement a solution in as little as 90 days. Connect with Healthmine on LinkedIn and learn more at www.Healthmine.com.
Healthmine provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Healthmine will provide reasonable accommodations for qualified individuals with disabilities.
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Date Posted
03/09/2023
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