Customer Service Representative

Job Description

Job Description

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.

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.
• 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.