Member Services Representative - Float Pool

Job Description

Job Description

Member Services Representative - Float Pool

Reports To: Member Engagement Coordinator
Location: Rotation to any clinic or mobile unit as needed
Rate of Pay: $27 

Position Overview 

The Float Pool Member Service Representative (MSR) is a key frontline team member who provides high-quality, trauma-informed customer service to members, visitors, and vendors across King and Pierce Counties. This position serves as a flexible resource, rotating between various clinic locations based on operational needs, with a primary assignment at the Auburn Clinic. Reporting directly to the Member Engagement Coordinator, the Float Pool MSR ensures a welcoming, professional, and efficient clinic environment while supporting seamless communication between medical staff and members. 

Key Responsibilities

• Serve as the first point of contact for members, visitors, and vendors, greeting each individual warmly and professionally.
• Travel between assigned clinics in King and Pierce Counties as part of the float pool rotation.
• Facilitate member flow in various clinic settings, ensuring timely check-ins and minimal wait times.
• Assist members with self-check-in processes, answer questions, and verify insurance information.
• Handle incoming calls, route inquiries appropriately, and provide accurate information about services, appointments, and programs.
• Collect member fees, process payments, and manage incoming and outgoing mail.
• Process medical record requests in compliance with privacy regulations, including HIPAA and organizational policies.
• Maintain the cleanliness, organization, and professional appearance of front-desk and waiting areas at each assigned location.
• Attend required MSR training sessions and staff meetings to stay current on processes and member engagement best practices.
• Collaborate closely with clinic staff, transportation teams, and the Member Engagement Coordinator to ensure consistent, high-quality member experiences across sites.
• Demonstrate adaptability when working in varying clinic environments and during changing operational needs. 

Knowledge, Skills, and Abilities 

Knowledge

• Understanding of health insurance verification and processing.
• Familiarity with HIPAA regulations and confidentiality requirements.
• Basic computer skills, including proficiency in Microsoft Office applications. 

Skills

• Exceptional interpersonal and communication skills to effectively engage with a diverse member population.
• Strong customer service and professional telephone etiquette.
• Competence in managing member flow and completing administrative tasks efficiently.
• Conflict resolution and de-escalation techniques to address member concerns with empathy and professionalism. 

Abilities

• Flexibility to work in various clinic locations across King and Pierce Counties on a rotational basis.
• Commitment to serving members with cultural humility and sensitivity.
• Ability to lift up to 25 lbs., transport supplies, and adapt to fast-paced clinic environments.
• Strong team collaboration skills with the ability to support colleagues and assist where needed. 

Work Environment & Additional Information

• This role operates in a fast-paced, multi-location clinic environment.
• Requires regular travel between assigned clinic sites in King and Pierce Counties, with a home base at the Auburn Clinic.
• Must be available for extended hours, including evenings and weekends, as assigned. 

Equal Employment Opportunity (EEO) Statement 

We Care Daily Clinics is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need—without regard to race, color, religion, creed, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, marital status, disability, veteran status, genetic information, or any other protected status under applicable laws. 

Tribal Preference Statement 

In accordance with applicable Tribal and Federal laws, Tribal preference will be given to qualified candidates who are members of a federally recognized tribe. We Care Daily Clinics and Indigenous Pact are proud to partner with Tribal communities to expand access to high-quality, culturally grounded care.