Member Care Specialist

Overview

Do you enjoy helping people, solving problems, and making every call count? As a Member Care Specialist
, you’ll be a trusted guide for members navigating copay assistance and enrollment programs, providing accurate, compassionate support in a fast-paced and complex professional environment. Your work will directly impact lives every single day. This role is ideal for someone who thrives in a high-volume call center, thinks critically, and enjoys solving problems in real time. You’ll multitask across systems, adapt to a dynamic, not highly scripted workflow, and take pride in delivering first-call resolutions.

In addition, you’ll be joining a growing company that values collaboration and gives you the opportunity to positively impact both callers and coworkers every day.

• United States – Remote
• Shift availability Monday–Saturday (with one weekday off); shift times start as early as 11:30am EST. Accepting applicants in EST and CST time zones
• Equipment and hardware provided. Interviewing, orientation, and training are conducted virtually

• Work inbound and outbound member calls, assisting with the enrollment process
• Act as a subject matter expert to provide members with clear, accurate, and up-to-date information regarding program eligibility, requirements, and other enrollment needs
• Provide members with tactful and compassionate support throughout the enrollment process (while maintaining professionalism)
• Escalate unresolved cases and pending member grievances
• Utilize the Salesforce CRM database to verify member data to complete enrollment
• Generate detailed records and notes of inquiries, comments, and interactions via CRM
• Work assigned queues and/or cases as directed by call center leadership
• Complete all necessary continued learning and training requirements per department and company need
• Other essential duties as assigned

• Required
  • High School Diploma or GED
  • 1 to 2 years of recent call center experience in a fast-paced setting
  • Professional, clear, and compassionate phone demeanor and attitude at all times
  • Computer navigation skills, including multiple screens, simultaneous systems use, and CRM systems
  • Ability to maintain a high level of confidentiality and always remain HIPAA compliant
  • Excellent verbal and written communication skills for both note-taking and call purposes
• Preferred
  • Experience with Salesforce or other CRM software
  • Certified Pharmacy Tech (CPhT) or healthcare customer service experience a plus
  • Bi-lingual in English/Spanish is a plus

To execute all job functions, an employee must provide a private workspace with a desk and chair, free from distraction.

Duties are performed primarily in a home office setting utilizing company-provided computer equipment. You will regularly sit and talk. The employee is frequently required to use their hands and may occasionally need to stand and walk. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Eligible for benefits within 30 days
• Health (family)
• Dental
• Vision
• STD, LTD, Critical Illness and Accident
• Company Paid Life Insurance
• Company Paid Holidays (6)
• PTO cashout and rollover options
• Tution Reimbursement
• 401(k) 100% company match up to 4% at 90 days

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