Member Services Representative

Join to apply for the Member Services Representative role at Reel Ideas
.

• Handle a high-volume of calls and respond promptly to voicemails and inquiries with professionalism and empathy.
• Assist members with enrollment, plan information, plan activation, terminations, and follow-up communications, ensuring compliance with CMS regulations.
• Maintain accurate, real-time records of member interactions, inquiries, and resolutions.
• Provide detailed plan information to ensure the selected plan aligns with customer's expectations and needs.
• Collaborate with internal teams, insurance carriers, and sales representatives to resolve complex issues and enhance Beneficiary/Client satisfaction.
• Proactively follow up with inquiries.
• Identify opportunities for process improvement to increase sales/employee retention and optimize workflow efficiency.
• Utilize Microsoft Office Suite and other industry platforms to support daily operations.
• Ensure strict adherence to Medicare compliance rules and organizational policies in all communications and documentation.
• Perform additional duties as assigned by Management.

• Creative, empathetic, and analytical problem-solving skills to address complex customer needs.
• Persistent drive to achieve results with a service-oriented mindset characterized by kindness, compassion, logical thinking, and rational decision-making.
• Excellent organizational skills, including prioritization, logical thinking, and the ability to manage multiple projects simultaneously.
• Exceptional communication skills in verbal, written, and email formats, with an emphasis on clarity, accuracy, and responsiveness.
• Confident phone and interpersonal skills, fostering timely, honest, and professional interactions with both colleagues and customers.
• Proficiency with Microsoft Office Suite (including Outlook, Word, Excel) required; ability to learn and adapt to systems such as Salesforce, Copilot, and carrier portals.
• Team-oriented collaborator with experience working across departments and organizational levels; encouraging cooperation, respecting leadership structures, and supporting collective success.
• Solution-focused contributor who promotes continuous improvement through constructive, blameless problem-solving.
• Understanding of CMS compliance regulations, with the ability to apply standards effectively in all interactions.
• Completion of One Digital Advanced Health Sales Agent training and all mandatory certifications (prior to assignment or within 8 weeks of employment).

• High school diploma or equivalent required; bachelor's degree preferred.
• Ongoing professional development and a commitment to building industry expertise are encouraged and supported.

• 401(k)
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance