Member Services Representative

MDVIP: Transforming Primary Care, One Patient at a Time

MDVIP is a national leader in personalized healthcare, empowering over 425,000 members to achieve their health and wellness goals through a network of more than 1,400 concierge primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work since 2018, MDVIP is committed to excellence in patient care and employee satisfaction.

Position Summary

The Member Services Representative professionally assists with membership inquiries and service requests from MDVIP members, MDVIP affiliated Physicians/Staff, and internal teams. Provides accurate information and timely follow-through for requests requiring extensive research and response.

Key Responsibilities

• Assists MDVIP members/physicians and staff by responding to inquiries and concerns through telephone, e-mail, and written correspondence.
• Assists with structured outbound calling campaigns, supporting our affiliated practices and member retention efforts.
• Processes new member applications, invoices, receipts, cancellations and reinstatements, and other administrative tasks.
• Accurately documents all phone calls and activities in the member's record.
• Researches and resolves member issues and develops appropriate solutions.
• Provides information to Members and Doctor's offices to assist with Flexible Spending Account reimbursement inquiries.
• Assists members/physicians with MDVIP general website and App support.

Key Competencies

• Consistently exhibits an understanding of MDVIP policies and procedures to ensure accurate information is conveyed to internal and external contacts, and relevant information is documented.
• Maintains a professional, positive, and service-oriented approach when handling all telephone, written, or digital inquiries.
• Achieves satisfactory or above quality monitoring scores and meets established metrics.
• Demonstrates organizational values and adheres to departmental policies and expectations with regard to dependability and schedule adherence.
• Strong communication skills and be articulate and concise.
• Displays professional telephone etiquette and ability to use advanced phone systems.

Requirements

Required Qualifications:

• High school diploma or GED
• One (1) year of related experience and/or training, which may include prior customer service in a call center environment, or other business / administrative experience.

Preferred Qualifications:

• Associate degree
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and CRM tools.

Why Join MDVIP?

• Be part of a mission-driven organization leading innovation in personalized healthcare.
• Drive transformation and growth in a dynamic, fast-paced environment.
• Competitive compensation: attractive base salary complemented by performance-based incentives for eligible roles.
• Comprehensive benefits: health, dental, vision insurance, and retirement plans.
• Professional development: access to ongoing training and leadership development programs.
• Positive work environment: consistently recognized as a Great Place to Work, fostering a culture of collaboration and excellence.

MDVIP is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected status. We believe that diversity and inclusion drive innovation and strengthen our company culture.

If you require accommodation during the application or interview process, please let us know, and we will be happy to assist.

Pay Transparency: Our compensation reflects the cost of labor across appropriate US geographic markets. Pay is based on several factors including but not limited to market location and may vary depending on job-related knowledge, skills, and education/training and a candidate's work experience. Hired applicants are offered annual incentive compensation programs, subject to applicable eligibility requirements. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance. The company offers the following benefits for this position, subject to applicable eligibility requirements. Medical/prescription drug coverage, Dental coverage, Vision coverage, Flexible Spending Account, Health Savings Account, Dependent Care Flexible Spending Account, Basic and Supplemental Life Insurance & Accidental Death and Dismemberment, Disability Income Protection Plan, Employee Assistance Program, 401(k) retirement program, Vacation, Paid Holidays and Personal time, Paid Sick and Family and Medical Leave time as required by law.

MDVIP Practice Management