Member Support Agent
Skills
Business Process ImprovementConstructive FeedbackCritical ThinkingCustomer SupportHandle Confidential InformationKey Performance IndicatorsPhone Etiquette
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2 years of front-facing or remote customer service experience preferably in health or tech
- Strong phone resolution and technical skills with the ability to navigate multiple systems at once
- Outstanding verbal and written communication skills; clear and empathetic communicator
- Experience with industry metrics of Quality CSAT and Productivity
- Experience with iOS Mac Slack and Google Suites preferred; familiarity with Zendesk or similar tools
- Proven track record of exceeding expectations high performer
- Ability to solve problems creatively and critically using set protocols and processes
- Act with discretion when handling confidential information
- Highly self-directed adaptable and receptive to feedback in a fast-paced environment
- Personable and enjoys building relationships with members
- Accountable and open to giving and receiving constructive feedback
- Process-oriented always looking to improve team efficiency
- Proactive and anticipates team needs
Nice to have
- Team collaboration
- Familiarity with Zendesk
- Positive attitude
- Calm demeanor
Day to day
- Evaluate and reply to phone calls and emails from members and prospective applicants about program-related questions such as how to use the mobile and web apps linked devices insurance coverage billing application status and all other program features
- Provide exceptional member experience with a commitment to quality care and meaningful interactions
- Manual processes including matching coverage to applicants during the application process
- Process applications accurately and in a timely manner
- Increase member satisfaction by meeting and exceeding support key performance indicators
- Collaborate with peers and cross-functional teams to improve Member Support processes
- Handle sensitive member information with discretion and confidentiality
- Work on special short-term projects to offer customized support for new products or enhancements
- Develop and maintain knowledge of our products processes and systems