Member Services Representative
$41,516,800–$51,916,800 year
On-siteSyracuse, New York, United States
Job Summary
Manage incoming calls and customer service inquiries for prospective enrollees, families, and community liaisons, identifying needs to achieve one-call resolution. Provide general program information, collect demographic data, and document required details in computer systems while communicating with members and providers to resolve issues in real time or through follow-up. Own problems through to resolution using clear, simple language, meeting performance goals for efficiency, accuracy, quality, and member satisfaction. Handle large call volumes with high attention to detail and collaborate with a wide cross-section of internal and external audiences. Participate in special projects as required.
Required Qualifications
- High School Diploma or equivalent
- Associates in Communications, English, Public Relations or related field
- Minimum of one year customer service experience
- Previous experience in Provider Relations, Claims management, or Member Services
- Excellent oral, verbal, and written communication skills
- Exceptional customer service skills
- Accuracy and attention to details and follow through
- Ability to handle large volume of calls with members, providers, community organizations
- PC skills including Microsoft Office
- Ability to sit or stand at a desk 90% of the day
- Speech, visual, and hearing ability sufficient to express and comprehend written and verbal communication
- Bloodborne Pathogens Exposure Category III
- Employment is contingent upon negative results of a pre-hire drug screen and background check clearance
- This role is required to report in person to a Nascentia organizational office Monday- Friday 8am-4:30pm
Desired Qualifications
- Associates in Communications, English, Public Relations or related field
- Minimum of one year customer service experience, preferably in a health care setting
- Previous experience in Provider Relations, Claims management, or Member Services
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