Summary

To serve the members of Samaritan Ministries International (SMI) by compassionately, efficiently, and graciously advocating for them while upholding Samaritan Ministries International (SMI) guidelines, policies, and procedures when communicating with them via telephone, chat, or email in regards to their membership with SMI.

Competencies

• Acting with Integrity, Empathy, and Compassion
• Collaborating with Others
• Neighbor Focus
• Pursuing Excellence
• Attention to Detail
• Writing Skills
• Problem Solving
• Fostering Communication
• Digital Literacy
• Product and Technical Knowledge

Key Responsibilities

• Compassionately, efficiently, and graciously care for members.
• Helping members navigate the interaction between membership in a health care sharing ministry, an insurance-centric health care field, the Affordable Care Act, and public policy.
• Handling inbound and outbound phone calls, emails, and tasks, with a primary focus on membership splits and restarts and reactivations.
• Answering members’ questions about Samaritan Ministries, health care sharing, the need sharing process, Samaritan Ministries’ Guidelines, policies, and other processes.
• Serving members by communicating with them on the phone or via email.
• Assessing member’s situations to discern the most effective manner to communicate God’s love, always pointing them back to Christ.
• Performing basic maintenance on memberships to ensure all information is accurate and updated
• Inactivating memberships upon member’s request, reactivating memberships after verifying that all requirements have been met and adding or removing individuals from existing memberships.
• Helping members with share and membership issues.
• Documenting each member interaction within the membership database.
• Completing all assigned tasks by Team Lead in an efficient and effective manner, caring for members by resolving membership issues with diligence and kindness, and ensuring members are communicated with in a sufficient manner.
• When appropriate, provide biblical counsel, prayer, and encouragement, while upholding the authority of the member’s local church.
• Participating in ongoing training with a joyful and teachable attitude by: attending all prayer, team, department and staff-wide meetings, proactively reviewing training materials on a regular basis and asking a trainer or supervisor for guidance or instruction when necessary and answering questions of less tenured advocates in both a timely and patient manner.
• Meet quality assurance requirements and other key performance metrics as specified by Team Lead.

Qualifications and Experience

• At least 18 years of age with a high school (High school diploma) diploma or GED (High school diploma).
• Two years’ experience in a customer service role
• Good written and verbal communication skills
• Proficient in composing emails that are grammatically correct and professional in tone
• Must be able to explain the mission of Samaritan Ministries and point others to Christ
• Must be able to present complex information in an understandable manner
• Maintains confidentiality
• Willingness to grow in skills, knowledge and capability, in line with goals agreed upon with supervisor
• Agreement with the department’s vision and objectives
• Ability to type a minimum of 45 WPM is preferred

Additional Information

• Tasks are normally conducted in a regular office environment, requiring use of computer and mouse and other standard office equipment. Staff usually remain in a stationary position, often standing or sitting for prolonged periods.
• Staff will be required to travel and have a valid driver’s license.
• Staff may need to lift and move items up to 35 lbs. on occasion.
• Staff will observe safety principles while performing the duties of the position.
• Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.
• This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.