Member Services Representative

Overview:

Come join an innovative leader in the healthcare industry.  MDVIP is seeking a remote contact center Customer Service Representative who has excellent verbal and written communication skills and the ability to maintain composure and patience while speaking with callers. The qualified candidate will professionally assist with membership inquiries and service requests and provide accurate and timely information to MDVIP members, MDVIP affiliated Physicians/Staff, and internal teams.

MDVIP has consistently been recognized as a Great Place to Work® employer since 2018. (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of  the  2023 Best Workplaces in Healthcare^™. 

• Assists MDVIP members/physicians and staff by responding to inquiries and concerns through telephone, e-mail, and written correspondence.  Researches and resolves member issues and develops appropriate solutions.
• Assists with structured outbound calling campaigns, supporting our affiliated practices and member retention efforts.
• Processes new member applications, invoices, receipts, cancellations and reinstatements, and other administrative tasks. Accurately documents all phone calls and activities in the member’s record.
• Provides information to Members and Doctor’s offices to assist with reimbursement inquiries.
• Assists members/physicians with MDVIP general website and App support.          

This job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Education / Experience / Knowledge:

High school diploma or general education degree (GED); An Associate degree is desirable, but not required. Minimum of three years of related experience and/or training, which may include prior customer service in a call center environment, or business / administrative experience.

Required skills include:

• Must possess strong communication skills and be articulate and concise.  Speaks clearly, using appropriate grammar and word choice. 
• Displays professional telephone etiquette and ability to use advanced phone systems.  While not required, foreign language fluency may be considered a plus. 
• Ability to establish priorities, work independently, and manage objectives with little supervision.
• Types with speed and accuracy, proficiency with Microsoft Office Suite and knowledge of modern office procedures.
• Prior experience with various call center solutions a plus.
  
  

Telecommuter roles:  This role is approved for home-based work, from the location identified at the time of hire, and must be able to work the assigned schedule. Any change of work location, even on a short-term or interim basis, must be reviewed by the Supervisor and HR and approved at the sole discretion and approval of executive leadership. 

Additional information:

At no time may work be performed, or computer systems accessed, from outside of the U.S.

Individuals hired must be able to perform essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MDVIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.