Saviance · 5 months ago
Member Services Respresentative
Akron, OH
Full-time
Onsite
Entry Level
1+ years expSaviance is a company that provides personalized services to its members. The Member Services Representative role focuses on assisting members with inquiries related to enrollment, benefits, and claims while maintaining a high standard of customer service.
Information Technology & Services
Responsibilities
Provides personalized service to members by phone or electronically regarding information, questions and problems concerning enrollment, benefits, eligibility, billing, claims and authorizations
Records all member inquiries and complaints in tracking system, and routes appropriately for resolution
Meets or exceeds departmental production and quality standards (telephonic and written) required for a level I representative as defined in Departmental Policy & Procedures
Treats all members with respect, and consistently utilizes the three Es (Empathy, Education, and Empowerment) in all communications
Maintains and demonstrates basic knowledge and understanding of Plan Central and Macess systems to resolve customer inquiries
Performs all job functions with integrity. Provides timely internal and external customer service in professional and cooperative, respectful manner
Moderate Complexity: Independent judgment, decision-making, problem solving are made in accordance with demands of task being performed and/or interpreting procedures to appropriately perform responsibilities of the job
Moderate Stress: Work requires close concentration and attention to detail; requires performing multiple tasks; may require maintaining quotas; may coordinate work/projects within department; accountable for personal performance and occasionally accountable for performance of others within department
Qualification
Required
High School Diploma or equivalent
Minimum of one year of experience performing same or similar responsibilities
Customer service experience in an information management industry, including call-center, receptionist or administrative support experience that includes customer service responsibilities
Demonstrate knowledge of Member Services practices
Communicate effectively with others through written and verbal means
Facilitate working in Windows, and with organizing computer based information
Balance need for decisive, professional demeanor with warm, non-confrontational customer-first attitude
Project empathy, confidence, proper tone, and service-oriented attitude over the telephone
Operate standard office machines
Demonstrates ability to learn and practice knowledge of health insurance industry, including governing rules and regulations
Organize and manage time in order to complete tasks within designated time frames in fast paced environment
Demonstrates ability to learn and practice knowledge of and complies with regulatory, departmental, and company policies & procedures
Ability to maintain confidentiality of member health information and business information
Flexible: ability to adjust work hours to meet business demands
Sit for prolonged periods of time
Bend, stoop, and stretch
Lift up to 20 pounds
Manual dexterity to operate computer, phones, and standard office machines
Preferred
Experience in health insurance/healthcare
Company
Saviance
Saviance is a modern consulting firm providing a variety of professional services to its clients in the US.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rohit M.
Managing Partner
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