What are the responsibilities and job description for the Member Support Representative position at Christian Healthcare Ministries?
The Member Support Representative is considered the “front line” of the ministry in assisting members with general inquiries by phone and email. This entry-level role is ideal for candidates who enjoy engaging with people, are servant-minded, and can provide compassionate and professional support. In addition to answering questions and resolving issues, the position also provides opportunities to minister to members through prayer and spiritual encouragement.
WHAT WE OFFER
- Compensation based on experience.
- Faith and purpose-based career opportunity!
- Fully paid health benefits
- Retirement and Life Insurance
- 12 paid holidays PLUS birthday
- Lunch is provided DAILY.
- Professional Development
- Paid Training
ESSENTIAL JOB FUNCTIONS
- Respond to member inquiries via phone and email promptly, with time sensitivity and professionalism.
- Verify and update member information accurately in CHM’s systems.
- Log and track all interactions in the member management system (Gift Manager or CRM).
- Follow standard operating procedures (SOPs) when handling common inquiries.
- Provide accurate information about CHM guidelines, membership, billing, and processes.
- Attract prospects by answering questions, giving suggestions, and making recommendations to obtain membership when appropriate.
- Review and assess member concerns, escalating to management when necessary.
- Handle escalated or emotional calls with empathy, offering prayer or spiritual encouragement when appropriate.
- Meet established performance standards (e.g., call volume, response time, member satisfaction).
- Participate in team meetings, training sessions, and development opportunities to stay current with CHM policies and systems.
- Protect member confidentiality and comply with HIPAA and organizational privacy standards.
- Thrive in a collaborative team environment and contribute positively to overall team goals.
- Uphold the mission, vision, values, and service standards of CHM in every interaction.
- Maintain a professional demeanor at all times.
- Perform other job duties as assigned by management.
QUALIFICATIONS & EXPERIENCE REQUIREMENTS
- Required: High School Diploma or equivalent.
- Preferred: Some college coursework in business, communications, or related field; or 1–2 years of customer service experience.
- Proficiency in Microsoft Office programs (Word, Excel, Outlook).
- Ability to operate a PC and navigate information systems/applications (Gift Manager or similar CRM software).
- Experience using routine office equipment (fax, copier, printers, multi-line telephones, etc.).
- Strong verbal and written communication skills, with active listening ability.
- Strong organizational, analytical, and problem-solving skills.
- Ability to manage workload, multi-task, and adapt to changing priorities.
- Patience, empathy, and conflict-resolution skills for handling sensitive or difficult calls.
CORE COMPETENCIES
- Interpersonal Communication
- Servant Leadership Mindset
- Teamwork & Collaboration
- Conflict Resolution
- Detail Orientation & Accuracy
- Adaptability & Flexibility
PERFORMANCE EXPECTATIONS
- Maintain accuracy and efficiency in all member records updates.
- Meet or exceed department standards for call and email response times.
- Consistently achieve high member satisfaction scores.
- Demonstrate reliability, accountability, and professionalism in all duties.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Standard schedule: Monday–Friday, 9:00 AM–5:00 PM (with flexibility for ministry needs).
- Office-based environment with regular phone and computer use.
- Ability to sit at a desk and use a computer/phone for extended periods.
- Manual dexterity for typing and handling office equipment.
About Christian Healthcare Ministries
Founded in 1981, Christian Healthcare Ministries (CHM) is a health care sharing ministry for Christians. CHM is a nonprofit, voluntary cost-sharing ministry through which participating Christians meet each other’s medical bills. The mission of CHM is to glorify God, show Christian love, and experience God’s presence as Christians share each other’s medical bills.