What are the responsibilities and job description for the Member Services Representative position at Conversio Health?
Description
We are seeking a Member Services Representative to join our on-site call center team. This role is ideal for someone with customer service, call center, or phone-based support experience who enjoys helping people and working in a fast-paced environment.
The Member Services Representative handles inbound and outbound calls, completes account follow-ups, answers questions, resolves concerns, and documents interactions accurately. Successful candidates are comfortable on the phone, organized, detail-oriented, and able to manage multiple tasks throughout the day.
Job Responsibilities
Healthcare experience is not required. Training is provided.
Required Qualifications
We are seeking a Member Services Representative to join our on-site call center team. This role is ideal for someone with customer service, call center, or phone-based support experience who enjoys helping people and working in a fast-paced environment.
The Member Services Representative handles inbound and outbound calls, completes account follow-ups, answers questions, resolves concerns, and documents interactions accurately. Successful candidates are comfortable on the phone, organized, detail-oriented, and able to manage multiple tasks throughout the day.
Job Responsibilities
Healthcare experience is not required. Training is provided.
- Make outbound calls to members using a soft-phone system following approved scripts and procedures
- Handle inbound calls, questions, service requests, and escalations
- Complete refill follow-ups, account reviews, questionnaires, and order support calls
- Communicate with members and external offices as needed to gather information
- Accurately document all calls, account updates, and actions in internal systems
- Respond to email requests promptly and remain available through internal messaging tools
- Identify, resolve, and log service issues and escalate when appropriate
- Maintain confidentiality and follow all company policies and compliance standards
- Participate in training, team meetings, and additional projects as assigned
Required Qualifications
- 1 year of customer service, call center, or phone-based support experience preferred
- Strong phone communication skills with the ability to make outbound calls
- Typing speed of 45 WPM or higher with accurate data entry
- Strong organizational and time management skills
- Ability to multitask and work independently
- Comfortable using computers and learning new systems
- Professional verbal and written communication skills
- Bilingual Spanish/English
- Experience in member services, customer support, or call center environments