MEMBER EXPERIENCE SPECIALIST I

Starting at $16 per hour

Job Description

BASIC FUNCTION

The Member Experience Specialist I is accountable to resolve Member Service inquiries from Internal and External Customers in a timely manner. This position is responsible for accurately documenting each inquiry into the Facets system using the format designed and taking appropriate action to resolve caller's inquiries. With strong communication and organizational skills, the Member Experience Specialist I assists their leadership and team in achieving goals, objectives, and improvements.

REPORTS TO

Member Experience Specialist & Research Supervisor.

GENERAL RESPONSIBILITIES

The Member Experience Specialist I is accountable to provide an excellent level of service to internal as well as external customers. The Member Experience Specialist I will also coordinate responsibilities with those of the Member Experience Specialist & Research Supervisor to:

• Successfully complete the required training

• Successfully and professionally work as part of a team

• Professionally handle incoming telephone calls from Internal and External customers while taking appropriate action to resolve the situation

• Maintain monthly, passing quality performance goals established by the department

• Work with other departments/county reps when needed in a professional manner

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• Communicate effectively while logging Member Experience inquiries

• Work independently to research and determine cause of problem and effect of resolution with assistance as needed

• Stay up-to-date on on-line help (OLH) resources and participate in annual OLH review

• Consistently develop career path advancement goals and meet them annually * Maintain good organizational and time management skills

• Work overtime as required

• Perform miscellaneous projects as assigned by Supervisor

QUALIFICATIONS

Education: A high school diploma or equivalent is required

Work Experience: The Member Experience Specialist I is preferred to have Medical Claims and/or Member Service experience of at least 1 year. If a current internal employee applies, they must be meeting the minimum performance expectations.

Skills/Competencies: A successful candidate for the Member Experience Specialist I will possess the following skills and/or competencies:

• Excellent oral and written communication skills

• Strong Interpersonal skills

• Strong analytical skills

• Excellent organizational skills

• Sound decision making and problem solving skills

• Excellent time management skills

• Ability to work independently and take initiative

• Excellent Member Service skills

• Skills in MS Word, Outlook and Excel

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

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