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.