Member Services Representative Job Columbus area,Indiana USA,Customer Service/HelpDesk

Job Details

Job Location: 417 Washington Street - Columbus, IN 47201

Travel Percentage: No Travel

Job Category: Insurance

SIHO’s Member Services Representatives assist in creating an excellent experience for SIHO’s members and their providers. The primary responsibility of this position is to respond to member’s and providers inquiries. This position mainly responds to telephonic inquiries but may also be responsible for responding to written inquiries and assisting walk-in members. This is a non-exempt position reporting to the Manager of Member Services.

Brief

Description of Duties

Assist members with navigating their healthcare needs by explaining benefits, solving claim concerns, finding a doctor nearby or being their healthcare advocate

Comply with regulatory requirements while addressing customer needs which may include complex benefit questions.

Record details of inquiries, comments, complaints, and transactions.

Escalate unresolved and pending customer grievances.

Support teammates as business needs require to ensure the organization is meeting the needs of our members and providers

Strive for first call resolution while demonstrating SIHO’s dedication to proactively work to resolve members questions and concerns.

Work with partners in other departments, or to Doctors’ offices to help resolve a customer concern.

Support your teammates as business needs require to ensure we are meeting the needs of our customers.

Performs other relevant duties deemed necessary to achieve department and company-wide goals.

Traits we are looking for

Trustworthy
Empathic
Proactive
Compassionate
Good Listener
Problem Solver
Communicator
Patient
Personable & Collaborative

Qualifications Minimum Skills Requirement

Possess a passion for customer service
Excellent communications (oral and written) and strong listening skills
Experience in healthcare is preferred, but not required
General knowledge and understanding of health insurance
This job calls for strong emotional intelligence to proactively provide solutions, ensuring the member's health and safety
Ability to maintain attendance to support required quality and quantity of work
Professional appearance and presence
Commitment to support and maintain confidentiality in conformance to HIPAA guidelines

Required Education

High School Diploma and 2 years of Customer service experience
Working experience of Microsoft Office or other comparable software

All positions are subject to change based on the needs of the business

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