Call Center Member Service Representative

Call Center Member Service Representative

Join to apply for the Call Center Member Service Representative role at UHSM Health Share
.

UHSM Health Share Ministries (UHSM) is a nonprofit, faith-based health sharing ministry that facilitates member-to-member health sharing among fellow Christians, serving as a connector to administer medical cost sharing. The UHSM mission is to help Christian families fulfill their God-given purpose to care for one another and positively impact our communities. Headquartered in Norfolk, VA, UHSM takes a modern approach to health sharing that prioritizes holistic health and wellbeing.

UHSM offers simple, fair, and friendly health share programs to its members.

Our Member Services Representatives are one of the most important pillars of our success. As you’re directly interfacing with our valuable members, we’re looking for top-tier talent who takes ownership in creating a successful journey for our clients. This is a challenging role that requires an emphasis on customer centricity, high energy, and a focus on customer satisfaction and retention.

• Answer phones from members professionally and respond to member inquiries and complaints.
• Handle escalated calls, resolving more complex member issues in First Call Resolution (FCR).
• Demonstrate outstanding service by identifying the source of the issue and working to resolve member inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts, and correspondence.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
• Know all aspects of health program benefits, including medical and pharmacy.
• Be present at the workstation to answer calls in an ACD environment, subject to monitoring of incoming and outgoing ACD calls for quality assurance during scheduled time periods when breaks or lunch breaks are not scheduled.
• Identify, elevate priority issues, and report to high-level management. Responsible for addressing issues on a weekly basis to the department manager.
• Obtain and evaluate all relevant data to handle complaints and inquiries.
• Handle outbound and inbound calls from external and internal customers.
• Complete call reports, logs, and research billing issues.
• Recognize, document, and inform the supervisor regarding the trends in internal and external customer calls.

• High School Diploma/GED (or higher).
• 1+ year of Call/Contact Center experience.
• 1+ year of Customer Service experience analyzing and solving customer problems.

• Healthcare or Insurance Call/Contact Center experience.
• Ability to create, modify, and send documents, spreadsheets, and emails in Microsoft Excel, Word, and Outlook.
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments).
• Listen skillfully, collect relevant information, determine immediate requests, and identify current and future member needs.
• Proficient problem‑solving approach to quickly assess the current state and formulate recommendations.
• Translate healthcare-related jargon and complex processes into simple, step‑by‑step instructions that customers can understand and act upon.
• Customize the approach to meet all types of member communication styles and personalities.
• Resolve issues in stressful situations, demonstrating personal resilience.
• Work regular scheduled shifts within hours of operation, including lunch breaks, with flexibility to adjust daily schedule and work overtime and/or weekends as needed.
• Successfully complete Customer Service training classes and demonstrate proficiency of the material.
• Work within a team and collaborative environment.
• Multi‑task, understanding multiple products and multiple levels of benefits within each product.
• Resolve customer service issues and build relationships.
• Address high-level concerns and satisfy them using scripting.
• Familiarity with computer and…