Member Engagement Representative

Accountabilities:

• • Engage with members by phone, email, and live chat, providing responsive, professional, and empathetic support.
  • Help participants understand their eligibility, benefits, and available health or wellness programs, guiding them toward appropriate options.
  • Resolve member inquiries, disputes, and escalations accurately while maintaining a positive experience.
  • Support outbound outreach and engagement campaigns aimed at connecting potential members with relevant programs and resources.
  • Verify insurance benefits and eligibility while applying knowledge of healthcare workflows, billing processes, and medical terminology.
  • Meet established performance, productivity, and quality standards, with specific targets communicated during onboarding.
  • Accurately document member interactions and information across multiple systems.
  • Collaborate with teammates, share feedback, and contribute ideas that improve processes and the overall member experience.
  • Represent the organization’s mission and values consistently, ensuring members feel heard, supported, and understood.

  Requirements:

  • 1–2 years of customer service or call center experience; healthcare or health insurance experience is a plus but not required.
  • High school diploma required; a bachelor’s degree is preferred.
  • Strong written and verbal communication skills, with the ability to explain complex information clearly and simply.
  • Comfortable working across multiple computer systems, call center applications, chat platforms, and digital tools.
  • Strong attention to detail and organizational skills, particularly when documenting information and handling member data.
  • A goal-oriented, metrics-driven mindset with the ability to work toward quality and performance targets.
  • Demonstrated empathy, patience, professionalism, and sound judgment when handling member concerns or escalations.
  • Ability to learn healthcare terminology, insurance processes, and program requirements quickly.
  • Minimum typing speed of 45 words per minute.
  • Reliable high-speed internet suitable for remote system access and video calls.
  • Willingness to participate in structured onboarding, including classroom training, hands-on practice, and ongoing coaching.

  Benefits:

  • Fully remote work environment with the flexibility to work from home.
  • Meaningful opportunity to help people access healthcare and wellness resources that can positively impact their lives.
  • Structured onboarding and hands-on training to build knowledge of systems, programs, and service processes.
  • Ongoing coaching, performance feedback, and professional development opportunities.
  • Collaborative, supportive, and performance-oriented team culture.
  • Opportunities for career growth and advancement into other healthcare operations and related roles.
  • Competitive compensation and benefits package, with specific salary and healthcare benefit details provided by the hiring company.