What are the responsibilities and job description for the Member Support Specialist (Mon-Fri 11am-8pm EST) position at Revive?
Description
About Us:
Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. We pride ourselves on delivering exceptional products/services and building strong, long-lasting relationships with our valued clients.
Position Description
The Member Support Specialist is responsible for answering incoming calls, emails, and chats from the Members and Care Coordinators. Also ensuring that members are navigated successfully through their healthcare and social determinant needs.
Duties
About Us:
Revive is a dynamic and innovative organization specializing in healthcare delivery and technology. We pride ourselves on delivering exceptional products/services and building strong, long-lasting relationships with our valued clients.
Position Description
The Member Support Specialist is responsible for answering incoming calls, emails, and chats from the Members and Care Coordinators. Also ensuring that members are navigated successfully through their healthcare and social determinant needs.
Duties
- Responsible for demonstrating the highest skill levels regarding member service, data entry, problem-solving, and the ability to follow-up and follow through to assist members.
- Responsible for learning all care plans and building a strong knowledge base to provide excellent customer care.
- Help resolve member concerns pertaining to membership benefits, member portal support, and general inquiries.
- Manage and resolve web support tickets and live chats from members.
- Assist with member education and ensure that each member has access to the services needed.
- Serve as a liaison between the member and other departments
- Consistently exhibit behavior and communication skills that demonstrate Revive Health’s commitment to superior member service, including quality, care, and concern with every internal and external customer.
- Use, protect, and disclose members protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- Perform outbound calls to members as needed or assigned
- Perform additional duties as assigned
- High school diploma or GED required
- Two (2) or more years’ of call center experience
- Previous experience working with health insurance or in a health care environment
- Computer literate with strong data entry skills
- Customer service-oriented
- Excellent verbal and written communication skills
- Strong active listening skills
- Impeccable telephone skills and telephone etiquette
- Ability to maintain composure to a challenging situation
- Excellent problem-solving skills
- Organized, detail-oriented and task-oriented
- Ability to multi-task and be flexible
- Ability to work in a fast-paced, team-oriented environment
- Self-motivated and team player
- Ability to propose new, better solutions