Member Services Representative (Onlife Health)

Onlife Health

Location Remote, United States

Category Customer Service/Claims

Job Type Full-Time

Onlife Health is a company that leverages creative solutions, data-driven decisions, and years of experience to connect you to the right consumers, no matter where they are in the customer life cycle.

What Will Be Your Purpose

Under the supervision of the Engagement Center management, this role supports the daily operations of the Member Services Department and Onlife Health’s mission, vision, and values.

What Will You Be Doing

The functions listed represent the major duties of this role, additional duties may be assigned.
Participant Services Specialists receive inbound calls and provide non-clinical tier one or tier two technical support.
Must be able to work in multiple systems and platforms simultaneously

Specialists Will:

Manage to a support email inbox to resolve any inquiries that come to the department via email.
Process member gift-card redemptions.
Make Participant Satisfaction outreach calls per client’s request.
Make campaign outreaches per client’s request.
Routinely research and resolve non-development and non-clinical related member issues and provide follow-up with outbound telephone contact.
Provide basic and intermediate technical web support to resolve user errors.
Retrieve voicemails and return department- specific inquiries.
Retrieve and document member issue details, investigate, facilitate the escalation of issue resolution with open communication to their team lead.
Maintain familiarity w/ tools and systems applicable to their position.
Triage clinical inquiries to appropriate team for assistance.
Consistently and accurately document every member interaction.
Utilize grievance/complaint tracking system to ensure that each inquiry is accurately documented, responded to, and resolved in a reasonable amount of time.
Utilize reports and data to recommend positive change for the member and organization.
Maintain an expansive knowledge base of all OLH clients and products.

What You Must Have

1+ years related work experience. Experience Details: Customer service and/or account management experience
High school diploma or GED
Positive attitude
Conflict Management
Ability to deal with ambiguity
Demonstrated skills in critical thinking, diplomacy and positive relationship building
Outstanding time management skills
Multi-tasking skills
Commitment to quality and proactive
Outstanding customer service skills including problem solving, active listening and patience
Basic math knowledge
Self-driven, proactive
Excellent verbal and written communication skills
PC literacy