Call Center Member Service Representative
Healthcare is increasingly unaffordable for many Americans. For those who can afford it, they are in a health insurance system that has become more confusing, restrictive, and lower value with each passing year. Here at WeShare our mission is to bring better healthcare to America at a better price. We offer consumers a member-to-member health sharing program that is much more cost effective than standard health insurance while providing access to over 1.2 million physicians across the country. Come join us on this important journey to create the next generation of healthcare!
WeShare is a rapidly growing faith-based nonprofit that strives to do good while delivering great and affordable healthcare. The company is led by senior executives with an extensive background in both for-profit and not-for-profit enterprises. If you have a bias for action, enjoy challenges, and love creating impact in a massive industry, WeShare might be the place for you!
About this role
Our Customer/Member Services Representatives are one of the most important pillars to our success. As you’re directly interfacing with our valuable members. We’re looking for top-tier talent who takes ownership in creating a successful journey for our clients. This is a challenging role that requires an emphasis on customer centricity, high energy, and work with the highest purpose of customer satisfaction and retention.
Key Responsibilities
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Answering phones from members professionally and responding to member inquiries and complaints
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Handle escalated calls, resolving more complex member issues in (First Call Resolution - FCR)
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Demonstrate outstanding service to identify the source of the issue and work to resolve member inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
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Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
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Responsible for knowing all aspects of health program benefits including medical and pharmacy
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Required to be at workstation to answer calls in an ACD environment, subject to the monitoring of incoming and outgoing ACD calls for quality assurance during those time periods that the CSA is not scheduled for a break or lunch breaks
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Identifying, escalating priority issues, and reporting to high-level management
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Responsible for taking issues on a weekly basis to the dept. manager
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Obtaining and evaluating all relevant data to handle complaints and inquiries
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Handling outbound and inbound calls from external and internal customers
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Completing call reports, logs, and researching billing issues
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Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls
Required Qualifications
What we offer
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Competitive Hourly+ PTO
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Health, Dental, Vision, and 403(b) with company match
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Ability to make important enhancements to the Healthcare industry
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Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere
UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.
