What are the responsibilities and job description for the Member Services Representative position at Reel Ideas?
Essential Duties And Responsibilities
Handle a high-volume of calls and respond promptly to voicemails and inquiries with professionalism and empathy.
Assist members with enrollment, plan information, plan activation, terminations, and follow-up communications, ensuring compliance with CMS regulations.
Maintain accurate, real-time records of member interactions, inquiries, and resolutions.
Provide detailed plan information to ensure the selected plan aligns with customer's expectations and needs.
Collaborate with internal teams, insurance carriers, and sales representatives to resolve complex issues and enhance Beneficiary/Client satisfaction.
Proactively follow up with inquiries.
Identify opportunities for process improvement to increase sales/employee retention and optimize workflow efficiency.
Utilize Microsoft Office Suite and other industry platforms to support daily operations.
Ensure strict adherence to Medicare compliance rules and organizational policies in all communications and documentation.
Perform additional duties as assigned by Management.
Qualifications, Skills And Requirements
Creative, empathetic, and analytical problem-solving skills to address complex customer needs.
Persistent drive to achieve results with a service-oriented mindset characterized by kindness, compassion, logical thinking, and rational decision-making.
Excellent organizational skills, including prioritization, logical thinking, and the ability to manage multiple projects simultaneously.
Exceptional communication skills in verbal, written, and email formats, with an emphasis on clarity, accuracy, and responsiveness.
Confident phone and interpersonal skills, fostering timely, honest, and professional interactions with both colleagues and customers.
Proficiency with Microsoft Office Suite (including, but not limited to Outlook, Word, Excel) required; ability to learn and adapt to systems such as Salesforce, Copilot, and carrier portals.
Team-oriented collaborator with experience working across departments and organizational levels; encouraging cooperation, respecting leadership structures, and supporting collective success.
Solution-focused contributor who promotes continuous improvement through constructive, blameless problem-solving.
Understanding of CMS compliance regulations, with the ability to apply standards effectively in all interactions.
Completion of OneDigital Advanced Health Sales Agent training and all mandatory certifications (prior to assignment or within 8 weeks of employment)
Education, Training And Experience
High school diploma or equivalent required; bachelor's degree preferred.
Ongoing professional development and a commitment to building industry expertise are encouraged and supported.
Benefits
401(k)
Dental Insurance
Employee assistance program
Flexible spending account
Health insurance
Paid time off
Referral program
Tuition reimbursement
Vision insurance
Handle a high-volume of calls and respond promptly to voicemails and inquiries with professionalism and empathy.
Assist members with enrollment, plan information, plan activation, terminations, and follow-up communications, ensuring compliance with CMS regulations.
Maintain accurate, real-time records of member interactions, inquiries, and resolutions.
Provide detailed plan information to ensure the selected plan aligns with customer's expectations and needs.
Collaborate with internal teams, insurance carriers, and sales representatives to resolve complex issues and enhance Beneficiary/Client satisfaction.
Proactively follow up with inquiries.
Identify opportunities for process improvement to increase sales/employee retention and optimize workflow efficiency.
Utilize Microsoft Office Suite and other industry platforms to support daily operations.
Ensure strict adherence to Medicare compliance rules and organizational policies in all communications and documentation.
Perform additional duties as assigned by Management.
Qualifications, Skills And Requirements
Creative, empathetic, and analytical problem-solving skills to address complex customer needs.
Persistent drive to achieve results with a service-oriented mindset characterized by kindness, compassion, logical thinking, and rational decision-making.
Excellent organizational skills, including prioritization, logical thinking, and the ability to manage multiple projects simultaneously.
Exceptional communication skills in verbal, written, and email formats, with an emphasis on clarity, accuracy, and responsiveness.
Confident phone and interpersonal skills, fostering timely, honest, and professional interactions with both colleagues and customers.
Proficiency with Microsoft Office Suite (including, but not limited to Outlook, Word, Excel) required; ability to learn and adapt to systems such as Salesforce, Copilot, and carrier portals.
Team-oriented collaborator with experience working across departments and organizational levels; encouraging cooperation, respecting leadership structures, and supporting collective success.
Solution-focused contributor who promotes continuous improvement through constructive, blameless problem-solving.
Understanding of CMS compliance regulations, with the ability to apply standards effectively in all interactions.
Completion of OneDigital Advanced Health Sales Agent training and all mandatory certifications (prior to assignment or within 8 weeks of employment)
Education, Training And Experience
High school diploma or equivalent required; bachelor's degree preferred.
Ongoing professional development and a commitment to building industry expertise are encouraged and supported.
Benefits
401(k)
Dental Insurance
Employee assistance program
Flexible spending account
Health insurance
Paid time off
Referral program
Tuition reimbursement
Vision insurance