Member Experience Associate

Member Experience Associate We are seeking a customer-focused Member Experience Associate to deliver exceptional service and support to clients in a remote environment. In this role, you will serve as a key point of contact, responding to inquiries, coordinating appointments, and helping clients navigate service-related needs. You will conduct research on healthcare providers and prescriptions, process claims, and ensure client information remains accurate and up to date. Through proactive communication and careful follow-up, you will build trusted relationships and help ensure a smooth, personalized member experience. You will also advocate for clients when service challenges arise, working to resolve concerns efficiently and professionally. This full-time opportunity is ideal for an organized, detail-oriented individual who enjoys helping people, managing multiple priorities, and contributing to a collaborative service team. Accountabilities Client inquiry management: Respond to client questions and requests by phone, email, fax, and other appropriate communication channels, ensuring timely, accurate, and professional service. Research and information gathering: Conduct online research on healthcare providers, doctors, and prescriptions to support client inquiries and provide relevant information. Appointment coordination: Make outbound calls to confirm appointments, verify essential information, and ensure clients and advisors are prepared for scheduled meetings. Relationship building: Develop positive, trusting relationships with clients through attentive communication, collaboration, and a commitment to delivering a high-quality service experience. Database maintenance: Update and maintain the client Customer Service Representative (CSR) database, ensuring records are accurate, complete, and current. Claims processing: Process claims on behalf of clients, following established procedures and maintaining accuracy throughout the process. Client advocacy and escalation management: Represent client interests when service challenges arise, escalate concerns appropriately, and collaborate with relevant teams to support effective resolution. Administrative support: Manage day-to-day administrative responsibilities and contribute to additional tasks, projects, and initiatives as assigned by the CRM. Service quality and organization: Maintain attention to detail across client communications, documentation, research, and data entry while managing competing priorities in a fast-paced environment. Requirements Education: High school diploma or equivalent. Professional experience: Approximately 24 years of relevant experience, preferably in customer service, client support, or administrative roles. Customer service skills: Demonstrated ability to respond to inquiries professionally, build positive relationships, manage client expectations, and address service concerns effectively. Communication: Excellent verbal and written communication skills, with a professional and courteous approach to phone calls, emails, and other client interactions. Technical proficiency: Working knowledge of Microsoft Office, particularly Excel, with the ability to manage information, maintain records, and perform routine administrative tasks. Technology adaptability: Willingness and ability to learn proprietary software, client management databases, and other internal systems. Organization and multitasking: Strong organizational skills and the ability to manage multiple requests, prioritize tasks, and meet deadlines in a fast-paced environment. Attention to detail: Commitment to accuracy when verifying client information, updating databases, conducting research, and processing claims. Problem-solving and initiative: Ability to investigate questions, identify appropriate next steps, and escalate issues when necessary. Client-focused mindset: Empathy, patience, reliability, and a genuine interest in helping clients receive timely and effective support. Team collaboration: Ability to work effectively with colleagues and other stakeholders while remaining accountable for individual responsibilities. Benefits Competitive compensation: A competitive compensation package, with specific salary details to be confirmed during the recruitment process. Full-time remote work: The opportunity to work remotely from within the United States. Career development: Opportunities to develop new skills, expand professional experience, and pursue career growth within a growing organization. Supportive work environment: A collaborative, people-focused culture that emphasizes teamwork, employee support, and professional development. Meaningful work: The opportunity to make a positive difference by helping clients navigate service needs and access relevant support. Employee benefits: Access to a benefits package designed to support employees and their families; specific coverage and eligibility details should be confirmed with the hiring team.