MEMBERSHIP SERVICES COORDINATOR I

Job Description

Job Description

Description:

The Membership Services Coordinator performs customer service functions to external and internal customers via phone and electronic means including, but not limited to, email and Microsoft Teams application, in addition to administrative and technical support to Membership Services Account Managers, Director, and Vice President.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Provide technical assistance to account managers, service MPT members, their entities and management teams, and to Cooperative of American Physicians Insurance Company, Inc. (CAPIC) brokers:

• Maximize availability to take calls from Members and answer questions within level of knowledgebase and authority,
• Provide customer service support to members, their support staff, or management teams explore and discuss tailored solutions and verify understanding and satisfaction
• Respond to billing, assessment, and other financial inquiries
• Handle overflow calls from other departments.
• Provide technical support related to (e.g., Members Only, CAP Privileges Online).
• Exercise reasonable judgment for the appropriate transfer of phone calls above a predetermined level of authority.
• Triage claims reporting in accordance with approved procedures, as well as risk management and patient safety hotline calls per appropriate guidelines; follow prepared scripts to respond to requests for information, documents, and questions; enter information into CAP’s designated Client Relationship Management (CRM) system.
• Review and evaluate Coverage Update Forms (CUF) with emphasize on material changes reported by members.
• Process special applications and status changes; Employee and Other Related Physician (ORP) Applications for review and approval by Account Managers; Locum Tenens requests within authority level.
• Update special conditions and/or waivers in the CAP’s CRM system and member records in the CAP’s CRM system in accordance with policies and procedures.
• Continuously, monitor OnBase workflow queues and inbox, emails, physical inboxes, Microsoft Teams postings and conversations.
• Provide support to VP of Membership Services for projects as needed.
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE:

• High School diploma or GED
• College degree preferred
• Two years customer service experience in the insurance industry, healthcare field, or equivalent combination of education and experience

OTHER SKILLS and ABILITIES:

• Excellent communication and organizational skills (oral and written)
• Professional phone etiquette
• Ability to handle multiple tasks simultaneously
• Proficient in Microsoft Word, Excel, Outlook, and Teams.
• Ability to work both independently and as a team