Member Experience Liaison

Position Summary

The Member Experience Liaison serves as the first point of contact for members, ensuring a seamless and positive experience during the intake process. This role involves gathering essential information, addressing member inquiries, and coordinating with internal teams to provide timely and accurate service. The ideal candidate will possess excellent communication skills, attention to detail, and a commitment to delivering exceptional customer service.

Key Responsibilities

Member Interaction:

• Serve as the primary contact for new and existing members during the intake process.
• Respond to inquiries via phone, email, or other communication channels in a professional and courteous manner.
• Provide clear explanations of services, benefits, and processes to members.
  
  

Intake Process Management

• Collect and verify member information, ensuring accuracy and completeness.
• Document all interactions and relevant details in the system according to company protocols.
• Identify member needs and direct them to appropriate resources or departments.
  
  

Collaboration And Coordination

• Work closely with internal teams to ensure smooth transitions and resolution of member concerns.
• Escalate complex issues to supervisors or specialized teams as needed.
  
  

Quality Assurance

• Maintain compliance with company policies, procedures, and regulatory requirements.
• Continuously seek opportunities to improve the intake process and enhance member satisfaction.
  
  

Documentation And Reporting

• Maintain accurate records of member interactions, inquiries, and resolutions using company systems.
• Report on intake activities and member feedback for management review.
  
  

Compliance And Standards

• Adhere to company policies, procedures, and regulatory requirements.
• Ensure all communications align with organizational values and standards of professionalism.
  
  

Key Competencies

• Empathy and active listening skills to understand and address member concerns.
• Team-oriented mindset with a focus on collaboration and shared goals.
• Adaptability to handle changing priorities and member needs.
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional verbal and written communication skills.
  
  

Qualifications

Education and Experience:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2 years of experience in customer service, client relations, or a similar role.
• Strong verbal and written communication skills.
• Proficiency in Microsoft 365 tools (e.g., Outlook, Teams, Excel, Word).
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional attention to detail and organizational skills.
• Familiarity with insurance, healthcare, or membership-based industries is a plus.
• Authorized to work in the United States on a full-time basis without Company sponsorship.
  
  

Personal Attributes

• Detail-oriented and organized.
• Positive attitude and a commitment to delivering excellent service.
• Strong time management skills.
• Strong organizational skills.
• Adaptable and open to feedback for continuous improvement.
  
  

Salary for this position ranges from $21.55 - $26.35. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, and education. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

Qualifying positions will also be eligible for comprehensive benefits, such as participation in family medical and dental insurance programs, 401K plan, and PTO.

Must be authorized to work in the United States on a full-time basis without Company sponsorship.

PERMA FAIR is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, affectional or sexual orientation, gender identity or expression, national origin, ancestry, nationality, age, disability (physical or mental), marital or domestic partnership or Civil Union status, pregnancy, family medical history or genetic information, atypical cellular or blood trait, military service or any other status protected by law.