Member Services Representative

Job description

Excellence in customer service is the foundation of the Member Service Representative position. The Member Service Representative serves as a first contact for members and potential members of Nascentia Health. The Member Services Representative will support the Communication Center by managing incoming calls and customer service inquiries, including identifying and assessing customers’ needs with the goal to achieve one-call resolution and satisfaction to the best of their abilities. Requirements: - Provides general program information to callers who can be prospective enrollees, families, caregivers, community liaisons, professionals within the community. - Collects and updates demographic information - Fields calls from members, families and community liaisons regarding member service requests. - Ask appropriate questions and listens actively to identify specific questions or issues while documenting required information in computer systems - Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding - Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely fo...