Member Services Representative (MSR)

Member Services Representative (MSR)

Tumwater, Washington

Member Service Representative (MSR): Hope and Healing Clinic, LLC

Baseline Pay Rate: $25/hr. Hope & Healing offers medical, dental, vision, and life insurance; short?term and long?term disability coverage; an Employee Assistance Program (EAP); vacation, sick, paid holiday, jury duty, and bereavement leave; and a 401(k)-retirement plan as part of our total compensation package.

Why Hope and Healing Clinic?

Every journey to recovery is unique. At Hope and Healing Clinic, we offer personalized medication-assisted treatment and behavioral health therapy tailored to your needs. We are with you every step of the way to deliver guidance, support, and resources on your path towards recovery.

Our team of healthcare professionals provide an expanded scope of care for patients enrolled in our opioid treatment program. This holistic, person-first approach addresses the core of the problem and the full impact of substance use in their lives.

Member Service Representative (MSR)

Position Overview

The Member Service Representative (MSR) is the first point of contact for members, visitors, and vendors, ensuring a welcoming and professional environment. This role facilitates communication between medical staff and members, manages front desk operations, and supports administrative tasks to ensure efficient clinic operations.

Key Responsibilities

• Greet and assist members, visitors, and vendors with professionalism and warmth.
• Handle phone lines and manage communication between medical staff and members.
• Facilitate member flow, ensuring a smooth and efficient experience in the clinic.
• Assist members in self-check-in and verify insurance information.
• Collect member fees, process payments, and manage mail distribution.
• Handle medical record requests in accordance with privacy and compliance standards.
• Maintain the cleanliness and organization of the front desk and waiting areas.
• Participate in MSR training and attend staff meetings.
• Adhere to HIPAA policies and ensure compliance with privacy regulations.
• Available for extended hours, including nights and weekends, as needed.

Required Knowledge

• High School Diploma or GED equivalent
• Minimum 1 year of experience in reception or customer service in a medical or mental health setting
• Minimum 1 year of experience with health insurance verification
• Prior work experience in a HIPAA-regulated environment
• Familiarity with HIPAA privacy and security requirements in a clinical setting

Required Skills

• Strong interpersonal and communication skills to interact with a diverse population.
• Customer service and telephone etiquette skills to assist members effectively.
• Ability to handle medical record requests with attention to privacy and compliance.
• Conflict resolution skills to manage member concerns and de-escalate situations professionally.
• Organizational skills to manage member flow and administrative tasks efficiently.

Required Abilities

• Ability to embrace cultural diversity and sensitivity while serving members from diverse backgrounds.
• Capacity to demonstrate empathy, kindness, and professionalism in all interactions.
• Physical capability to lift up to 25 lbs., move supplies, and manage physical tasks as needed.
• Ability to establish effective working relationships with staff and members.
• Must pass background checks.

Work Environment & Additional Information

• Fast-paced clinic environment requiring adaptability and a service-oriented mindset.

Tribal Preference

The organization supports Tribal Preference hiring in accordance with applicable Tribal law. Preference may be given to qualified Native American applicants.