Member Services Representative

• Deliver excellent customer service to members using call-center processes and technology
• Handle front-line inbound and outbound member calls
• Quickly develop a deep understanding of Archimedes' services and customer needs
• Follow established procedures, processes, and standards for production, productivity, quality, and customer service
• Meet performance targets for speed, efficiency, and quality
• Analyze situations and understand implications for other Archimedes groups
• Identify and resolve problems in a timely manner
• Gather and analyze information and develop alternative solutions
• Manage difficult or emotional customer situations and respond promptly to customer needs
• Solicit customer feedback to improve service
• Complete administrative tasks correctly and on time
• Support organizational goals, values, diversity, and affirmative action
• Contribute to a positive team spirit and support colleagues' success

• Minimum of 1 year of experience delivering excellent service in a call center, collections, or member retention role
• Experience with a healthcare or pharmaceutical environment desired, excluding home healthcare
• High School Education Diploma/GED required
• Strong problem-solving and customer service skills
• Ability to meet performance targets for speed, efficiency, and quality
• Ability to analyze situations and understand implications for other groups
• Ability to identify and resolve problems in a timely manner
• Ability to gather and analyze information and develop alternative solutions
• Ability to manage difficult or emotional customer situations
• Clear and informative written communication, including spelling and grammar
• Ability to read and interpret written information
• Ability to balance team and individual responsibilities and contribute to team goals
• Ability to follow policies, procedures, and established processes
• Sound judgment and timely decision-making
• Ability to prioritize and plan work activities and use time efficiently
• Professionalism, adaptability, dependability, initiative, and innovation

Demonstrates strong customer service skills and problem-solving abilities in a call center environment, with a focus on meeting performance targets and managing difficult customer situations. Proficient in analyzing information and developing solutions while adhering to established procedures and organizational goals.

• Customer Service Skills
• Problem-Solving Abilities
• Performance Target Achievement
• Written Communication Skills
• Team Collaboration

• Call Center Experience
• Information Analysis
• Quality Assurance
• Administrative Task Management
• Performance Metrics

• Adaptability
• Dependability
• Initiative
• Professionalism
• Sound Judgment

• High School Education Diploma/GED

• Healthcare Environment
• Pharmaceutical Environment
• Member Retention
• Customer Feedback
• Diversity and Inclusion