Member Services Associate

2 days ago Be among the first 25 applicantsThis range is provided by Better Life Partners. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay range$21.15/hr - $25.48/hrOverviewAt Better Life Partners, we provide what it takes to heal from addiction. Wherever. Whenever. We work alongside community-based organizations to meet our members where they are, no matter what recovery looks like to them. By combining virtual and in-person counseling, community support, and access to life-saving medication, we help people move beyond addiction to find belonging, love, and purpose. If you're looking to roll up your sleeves and meet hard challenges head-on, then we're looking for you.Role OverviewAs a Member Services Associate, you will play an integral role in the provision of care and services to our members. The Member Services Associate is a critical first line of contact with our members, setting the tone for how our services are experienced and accessed. The role focuses on connecting our members to the appropriate care teams, scheduling appropriate services, answering questions and troubleshooting our members' telehealth experience in addition to interacting with community partners, pharmacies, and labs. The Member Services Associate helps members navigate the services and teams within BLP and paves the way for members to receive timely services.To be successful in this role, you have a passion for understanding the needs of others, problem-solving and finding solutions, thrive in a fast-paced, dynamic environment, and succeed at providing excellent customer service. You are flexible, adapt well to change, and most importantly, you are excited about our mission and committed to helping people through a sometimes difficult system.Unless otherwise specified, this position is remote (work from home). Candidates must reside in one of the following states: Maine, Maryland, Massachusetts, New Hampshire, New Jersey, North Carolina, Florida, Georgia, Pennsylvania, Rhode Island, or Connecticut.ResponsibilitiesDemonstrate and communicate the core values of Better Life Partners; Love, Act, Partner, Advocate, and GrowAct as a concierge for our servicesPromptly, professionally, and accurately respond to calls, emails, and text messagesCoordinate meetings over Zoom between our members and providers or counselorsAccurately collect or verify member demographic, insurance, and additional information to ensure the member's profile is accurate and up to date in our proprietary electronic medical record platformQuickly identify member needs, clarify information, and transfer member calls to the right departmentOffer assistance and guidance to members in navigating their treatment plan, scheduling and rescheduling appointments, and liaising with clinical staff as neededProvide personalized support to members throughout their recovery journey, addressing any questions or concerns with compassion and understandingExhibit cooperation, and flexibility, and provide assistance when interfacing with members, colleagues, and external partnersUphold the highest level of discretion and confidentiality when handling member informationContinuously seek opportunities to enhance the member experienceQualificationsHigh school diploma or GED requiredSkills of handling complex inquiries normally obtained through 3 or more years of customer service experience (either via telephone, email and/or text)Proven experience working effectively in a remote work environmentStrong computer literacy with the ability to multitask in a fast-paced environment is requiredPrevious experience working with individuals diagnosed with substance use disorders is a plusWillingness and eagerness to learn, be flexible, and assist members and colleagues as neededStrong interpersonal and communication skills, with the ability to interact effectively with members from diverse backgroundsExcellent time management and strong attention to detailExceptionally strong work ethicBilingual ability is a plus but not requiredPreferred QualificationsA college degreeGreat listening skills with a passion for helping others. Delight and act with urgency solving problems for others and anticipating needs, with empathy and compassion for the unique needs of our membersThe ability to be a team player with an "all hands on deck" attitudeWork Location RequirementsBLP operates in hybrid and remote work environments, which allows us to better meet our members and partners where they're located. Candidates applying for this role must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings as expected in coordination with their department and business needs.Remote Work RequirementsMust have reliable internet service with a fast upload/download abilityAbility to ensure any protected health or proprietary data/information is not visible (or audible) to others in any work locationMust have a quiet space to speak to members, team members, or external partners with minimal background noise and distractionsIn addition to a competitive compensation package, we're offering the chance to be the change you wish to see in your community. Help us work toward a future where everyone can have a healthy life filled with belonging, love, and purpose.We're a recovery-friendly workplace that values family life, diversity, equity, and inclusion.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.The actual compensation offered within the range, along with title and level, will be dependent on a variety of factors including, but not limited to, relevant experience, qualifications, skills, level offered, business requirements, and performance expectations.J-18808-Ljbffr Better Life Partners