Member Experience Representative

HealthEZ is seeking a Call Center/Member Experience Representative to join our team! Member Experience Representatives provide world-class service to help our members navigate their healthcare benefits.

The ideal candidate is energetic, empathetic, and thrives in a fast-paced environment. Attention to detail and stellar communication skills are critical for success in this role at our growing company. Member Experience Representatives provide compassionate, accurate, and efficient service to our employer groups, members, and providers while ensuring that regulatory compliance obligations are met.

This role is an in-office, Bloomington, MN, position for the first 90-days, after which, hybrid office opportunities will be taken into consideration depending on performance. Shift preferences are available after the first two weeks of training. Our call center operations from 7am-7pm CST, M-F. No weekends are required. Performance bonus opportunities are available.

What You'll Do:

• Collaborate with a high performing and supportive call center team.
• Provide guidance to members and providers via telephone, email, and online messaging systems.
• Document the nature of the correspondence and resolution in call logs with detailed information.
• Research member and provider inquiries that were unable to be immediately resolved and provide timely follow-up communication.
• Escalate and transfer inquiries, as needed.
• Work with Client Experience team members, other internal business partners, and vendors to investigate and resolve questions and concerns raised by members and providers.
• Collaborate with the Client Experience Manager to develop personal goals and track progress to completion.
• Comply with all regulations as required by law, including but not limited to HIPPA.
• Perform other duties as assigned.

What We Expect from you:

• High school diploma or equivalent; additional education is preferred

• Minimum 2 years in a customer service role

• Minimum of 1-year tenure with current employer

• Excellent verbal and written communication skills to effectively convey information and understand customer needs

• Ability to navigate multiple systems

• Proficient in Microsoft Office Suite and Teams

• Strong desire for problem solving

• Ability to work in a fast-paced environment and manage multiple tasks efficiently

Member Experience representatives will work in our office setting using standard office equipment such as computers, multiple screens and telephones.

Performance will be require to meet specific performance targets such as call handling time and customer satisfactions scores.

Ongoing training and development opportunities may be provided to enhance skills and knowledge of company products and services.

We make healthcare EZ!

Additional Opportunity Details:

Target Base Compensation Range for this role is $19.00-$20.00/hour*

*Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role. *

Employee benefits are part of the competitive total rewards package that HealthEZ provides to you. Our comprehensive benefits program includes health benefits, retirement plan (401k), paid time off, paid leave including parental leave and more.

HealthEZ recognizes its responsibilities under federal, state and local laws requiring non-discriminatory employment practices. All employment decisions, practices and procedures will be carried out without regard to race, color, creed, religion and sex (including pregnancy), sexual orientation, national origin or ancestry, age, marital status, disability, family status, status with regard to public assistance or any other characteristic protected under applicable local, state and federal laws.

  

HealthEZ is proud to be an equal opportunity employer.