Member Service Guide

Job Summary

Working remotely on a full-time basis, the Member Service Guide - Flex will engage with members across various channels, helping them navigate healthcare complexities while demonstrating empathy and care.

Key responsibilities:

• Engage with members through voice, digital, SMS, chat, and video, providing support and guidance on benefits and healthcare navigation
• Utilize data and internal systems to deliver accurate solutions while adhering to HIPAA guidelines and performance metrics
• Adapt to changing workflows and seasonal business needs, maintaining flexibility between inbound and outbound service functions

Required qualifications:

• 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment
• Genuine passion for improving the healthcare experience and a commitment to serving members with empathy
• Ability to work a flexible schedule based on business needs, including potential seasonal adjustments
• Exceptional interpersonal skills and high emotional intelligence to manage diverse member interactions
• Comfort working with AI-powered tools and digital platforms to enhance member service quality