Member Services Representative

Summary

Responsible for assisting members with questions regarding authorizations and providers. Representatives will also be responsible for logging calls to summarize the issue, follow up and resolution.

Duties and Responsibilities:

• Answer inbound calls from members and assists them with questions regarding authorizations, provider selection and other issues.
• Learns IPA business rules and assists with basic authorization set up.
• Actively performs transactions in response to member requests and displays professional telephone etiquette.
• Work with specialists, PCPs and ancillary providers to assist with scheduling members for above services when necessary.
• Consistently meets deadlines and service level requirements for hold time and call volume.
• Demonstrates ability to use the computer to perform job functions.
• Asks for assistance, when necessary, to handle more complex issues.
• Displays flexibility to perform administrative and non-telecommunication duties as needed.
• Actively participates in self-development programs.
• Additional tasks as directed by leadership.

Minimum Job Requirements:

• High School graduate or GED equivalent
• One year working in a call center environment; health care environment preferred

Skills and Abilities:

• Effective verbal and written communication skills and effective interpersonal skills
• Ability to work well and multitask in a busy environment
• Able to stay focused on the telephone even with noise and other distractions
• Bilingual (Spanish and English) preferred
• Minimum or higher proficiency level with Microsoft Office 365 programs; primarily Word and Excel 
• EZ-CAP knowledge a plus

Salary Range:

• $19 – $21 hourly