JOB SUMMARY

The Member Services Representative is responsible for responding to member/provider inquiries within specified parameters. Researches and resolves issues and inquiries in a timely and efficient manner and resolves needs and issues in an empathetic and courteous manner. Applies appropriate triage and escalation protocols. Consistently applies good judgement and reason when resolving issues. Excellent attendance and punctuality are essential for team performance and member satisfaction. Results and performance driven.

RESPONSIBILITIES

Compliance with call center performance standards. Responsible to answer incoming member/provider calls in accordance with established standards. Consistently meets or exceeds regulatory, contractual and accreditation call center standards including handling the volume of inbound calls, ASA, abandonment rate, call tracking standards, and resolution rate.
Inquiry Documentation. Documents and tracks 100% inquiries received through the Plan's call center using the Plan's call tracking system. Ensures that all data is entered accurately and timely.
Customer Inquiries. Receives, responds, researches and resolve all customer inquiries (telephone, walk-in, and written) including but not limited to plan benefits, policies, procedures, eligibility, referrals, authorizations, pharmacy override inquiries and claims.
Customer Education. Educates members/providers at each encounter on benefits and health plan navigation including alternative customer education resources (i.e. electronic sources). Provides accurate and effective consultation on all aspects of the health plan.
Member/Provider Satisfaction. Promotes customer satisfaction by ensuring that all customer inquiries are resolved in a timely and efficient manner in accordance with health plan guidelines. Proactively identifies areas for operational and process improvements related to customer satisfaction, identifies solutions, and assists with implementation.
Member/Provider Data Maintenance. Assists with the maintenance of member/provider data by verifying the accuracy of such data with each member encounter. Processes updates and changes to member data including but not limited to PCP changes and demographic changes.
Intra Departmental Support. Supports Plan departments through member service call and issues resolution. Provides internal support to external member services consultants and practice sites.
Research and Resolution. Researches and resolves customer inquiries in a timely and efficient manner. Takes ownership for issues. Follows appropriate triage, resolution and escalation protocols. Confirms that issues are resolved according to customer's satisfaction.
Aware of the potential for fraud and how to report suspected fraudulent activity.
Other responsibilities as assigned.

EXPERIENCE

1 year Customer Service or call center experience.
Health care experience preferred.

Preferred Experience

Knowledge of claims processing preferred
Knowledge of TRICARE Benefit

Education/Licensure/Certification

High school diploma or equivalent required
Associates Degree preferred in healthcare administration, business administration and/or information technology

Technical Skills & Competencies

Required Microsoft Office skills - Word, Outlook, PowerPoint, Excel, Access
Experience with standard office equipment - copier, scanner, fax, multiline phone, calculator.
Excellent verbal and written communication skills. Ability to listen well.
Problem solving capabilities while dealing with conflict, hostility, multiple projects and time constraints.
Ability to take responsibility and ownership for actions and outcomes despite any obstacles and conflicts.
Decision making, ability to work with others toward team goals and maintain a positive outlook.
Dependability - available and dependable for work shift.
Able to file/retrieve documents using an alphabetical filing system.
Fundamental mathematical skills (addition, subtraction, division, calculation of percentages).

Other requirements

Must have the ability to provide a high-speed internet for a home office.
Must be able to commute to office location 3x a week.

This role is TEMP to PERM:

TEMP Hourly Rate is $27.47
PERM Hourly Rate $30.22

Benefits Statement:

SVCMC, Inc. provides a robust benefits package that includes medical coverage through UnitedHealthcare/Oxford with no deductible for in-network services. Employees also receive vision coverage through UnitedHealthcare Vision and dental benefits through MetLife. Basic life and disability insurance are automatically provided at no cost. All employees are eligible for commuter benefits, tuition reimbursement, and a 401(k)retirement plan with an immediate employer match that is fully vested from day one. SVCMC also offers a generous time off package, which includes vacation, 10 paid holidays, and 3 personal days. Additionally, employees have access to a comprehensive Employee Assistance Program and exclusive discounts through Working Advantage.

SVCMC IS AN EQUAL OPPORTUNITY EMPLOYER – ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO PROTECTED VETERAN STATUS, DISABILITY, OR OTHER CHARACTERISTICS PROTECTED BY LAW.

Job Types: Full-time, Temporary

Pay: $27.47 - $30.22 per hour

Expected hours: 35 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Education:

High school or equivalent (Required)

Experience:

healthcare call center: 1 year (Required)
healthcare customer service: 1 year (Required)

Ability to Commute:

New York, NY 10018 (Required)

Work Location: Hybrid remote in New York, NY 10018

US Family Health Plan @ SVCMC, Inc.

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Member Services Representative