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.
Performance Standards and 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.
Requirements:
- High School Diploma or equivalent required. Associates in Communications, English, Public Relations or related field, or the equivalent preferred
- Minimum of one year customer service experience required, preferably in a health care setting.
- Previous experience in Provider Relations, Claims management, or Member Services preferred.
- 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.
- This role is required to report in person to a Nascentia organizational office Monday- Friday 8am-4:30pm.
Physical Requirements
- Ability to sit or stand at a desk 90% of the day
- Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication.
- Bloodborne Pathogens Exposure Category III - Employee who rarely has contact with blood and body fluids.
Compensation & Benefits
Competitive Salary [This position is an H06 non-exempt position with a min-max rate of: $19.96-$24.96/hour] with:
- 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)
- Much More!
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About Nascentia Health:
Nascentia Health is leading the way in home care, post acute care and long-term community health. A healthcare system without walls, Nascentia is an innovator in the concept of healthcare, truly focused on the patient as a whole. By serving people in their homes, Nascentia Health is able to provide true holistic care. We can address immediate needs, help support positive long term medical and lifestyle choices that provide for better outcomes, leverage cutting edge in-home care technologies, and help avoid unnecessary visits to busy healthcare facilities.
Our employees are our greatest asset. They work hard every day to make our system amazing and are dedicated to our mission of being the premier home and community-based care system for the regions we serve. We want everyone to love what they do, be excited about coming to work, and take pride in being part of our team.
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Nascentia Health is an Equal Opportunity Employer (EOE)
Employment is contingent upon negative results of a pre-hire drug screen and background check clearance
