Member Services Representative

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

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The role of Member Services Representative is primarily responsible for providing attentive customer services to Personify Health’s clients. This role manages both incoming calls from clients regarding a variety of requests and assists members with technical issues related to the website or products.

• Using top-notch interpersonal skills able understand customers’ inquiries or complaints and deal effectively with callers who may be frustrated or angry
• Handling incoming calls from members and clients regarding a variety of requests
• Demonstrate and maintain professional oral and written communication with customers, co-workers, and other Personify staff
• Navigating multiple databases simultaneously for member research and resolution
• Answering questions about client and product design as well as Personify’s involvement with members’ overall wellbeing
• Assisting members with any technical issues related to website or products and elevate issues to as necessary
• Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections
• Identifying, researching, and resolving customer issues using Personify databases
• Follow-up on customer inquiries not immediately resolved
• Accepting repetitive work tasks performed in a confined work area
• Consistently meeting established performance and quality standards
• Maintenance of thorough knowledge of systems so that information can be researched, and proper information is given to members
• Learning and retain a thorough working knowledge of all existing and new products and services
• Discipline to work from home as business needs dictate.
• All other duties as assigned.

• High school diploma or equivalent required
• Some University or Post-secondary Education preferred
• Must have at least one year customer service experience in a call center environment
• Familiar with cloud-based contact center software desirable
• Excellent written and verbal communication skills
• Strong personal computer usage and Internet proficiency skills
• Ability to type 30 wpm minimum with accuracy

• Flexible with scheduling as business needs dictate
• Ability to listen attentively and to use information provided to assist members specific needs
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Strong customer service, analytical and decision-making skills
• Must be able to learn quickly in a fast-paced environment
• Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to learn and navigate new software quickly

At Personify Health we value and celebrate diversity and we are committed to creating an inclusive environment for all employees. We…