Member Support Coordinator

What You’ll Do 

As a Member Support Coordinator, you will be the first point of contact for patients and providers needing assistance.  Your primary responsibility will be handling incoming calls, addressing general inquiries, resolving concerns, and connecting callers to subject matter experts for more detailed needs or actions.  Using your knowledge of our services and leveraging various systems, you will achieve first call resolutions in interactions varying in complexity. 

Essential Functions: 

• Handle inbound calls in a high-volume environment supporting SLA objectives  

• Field clinical referrals, consent forms, or general inquiries routed to our Member Support Inbox and/or SharePoint  

• Display professionalism, compassion, empathy, and active listening to understand caller needs and offer suitable solutions  

• Collaborate across departments for seamless care and service delivery  

• Demonstrate flexibility and a positive, solution-oriented attitude in a constantly evolving environment  

• Opportunities to assist with various projects 

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. 

What You’ll Need 

Effective Communication 

• The ability to speak clearly and listen intently. The propensity to remain calm, empathetic, professional, and respectful during interactions.  

• The skill, knowledge, and ability to express thoughts, plans, ideas, and objectives through written word. 

  Exceptional Customer Service 

• Provides high quality service and support to callers, ensuring their needs are met efficiently and effectively from start to finish.  

• Aims to create a positive and memorable experience that enhances member satisfaction and leaves a lasting impression. 

• Exhibits a positive demeanor and outlook in situations that is reflective during interactions. 

 Collaboration/Teamwork 

• Initiates and responds to communication with internal clinical and non-clinical colleagues when necessary to influence positive member outcomes.  

• Works well with fellow team members and actively contributes to team goals. 

  Adaptability and Creativity 

• The willingness and ability to adapt to rapid changes in the workplace. This includes, but is not limited to, scheduling adjustments, workflows, policies, or processes. Demonstrates openness & agility to changing business needs.  

 Receptiveness to Feedback  

• Accepts feedback graciously and exhibits ability to absorb and translate feedback into action.  
   

Education and Experience: 

Required 

• 1 year of customer service or administrative support experience  

• Excellent verbal and written communication skills  

• Strong problem-solving ability in a fast-paced setting  

• Effective multi-tasking and time management for prompt responses    

Preferred 

• Healthcare or inbound contact center experience 

• Basic computer skills. Familiarity with Microsoft Office applications. 

Physical Requirements: 

• May be regularly required to sit, stand, see, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and keyboard.  

• Ability to sit at a computer terminal for extended periods of time.  

• Specific vision abilities required by this job include close vision requirements due to computer work. 

 Travel Requirements: 

• Minimal to no travel required.  

Work Environment: 

• 100% Remote  

• Have a secure private office area that allows for protection of PHI. 

• Moderate noise (i.e., phone calls, online meetings, computer audio)