Pro-Life Member Care Representative

This is a contingent opportunity, the anticipated start date has not been determined. 

Who we Are: Mpathic is a consultative Contact Center and Sales Enablement partner that helps mission-driven organizations grow through meaningful, human-first conversations. We specialize in building, training, and deploying high-performing teams on behalf of our clients, acting as a seamless extension. 

Why Mpathic?

• Structured training and real coaching - not “figure it out on your own”
• Clear path to advancement for high performers
• A team culture that values effort, integrity, and growth
• Meaningful work supporting organizations that impact real people.

Mpathic is hiring Member Care Representatives working in a team environment to drive acquisition of new members for our customer, an emerging Catholic Values, Pro-Life, Health insurance Company. Representatives navigate data in our customer’s CRM and execute inbound and outbound calls using our customer’s Contact Center platform.  

Responsibilities

•  Uphold and integrate the customer’s Catholic and Christian identity to foster the teachings of the Church in all aspects of job performance.
• Strictly adhere to HIPAA guidelines, conducting rigorous identity verification before disclosing any protected health information.
• Verify member eligibility and gather necessary information to assist with member inquiry.
• Efficiently authenticate and respond to provider request regarding patient policy status, effective dates of coverage, benefits, claim status, and other inquiries
• Inform members and providers on services requiring prior authorization and track the status of pending requests.
• Maintaining detailed, audit-ready logs of every call, chat, and email interaction, including clear notes on the specific resolution or next steps promised.
• Assist with producer support by performing regular DOI portal audits and checking Sircon credentials to verify active licensing status. 
• Perform other duties as assigned 

Schedule: Monday-Friday Daytime Hours by CST & EST Time Zones. 

Compensation: $20 to $23 per hour. After a one-month evaluation period, position will be eligible for higher pay. All Employees are eligible for discretionary performance bonuses.

· Strong verbal and written communication skills.

· General understanding of health insurance terminology

· A habit of empathy, placing the needs of prospective members above other considerations.

· Knowledge of or experience with Individual Health insurance in the state of TX a plus.

· Working knowledge of Catholic Church teachings on the sanctity of life.

· Spanish Language Proficiency is preferred.  

· Customer Service experience preferred, though not required.

· High School Diploma or equivalent required, college degree preferred. 

· Strong interpersonal skills, ability to work on a close-knit team and autonomously.

· Professional, courteous, and generous work attitude with a desire and ability to learn. 

· Ability to identify solutions based on established processes and procedures. 

· Meticulous habits in logging sales interactions via established business processes and tools. 

· Effectively drive and manage progress through sales development stages to secure increased membership for our customer. 

· Experience working with Office365 applications.

· Experience working with CRMs and Contact Center platforms preferred.

· Reliable non-Chromebook computer (Windows 11 or macOS 12+) Second monitor is preferred. 

· 8 GB RAM minimum (16 GB preferred); SSD recommended

· High-speed internet (25 Mbps download / 5 Mbps upload or better)

· Ability to support video conferencing (webcam, USB wired headset with mic)

· Comfortable installing required software, updates, and security tools (VPN, MFA, endpoint protection)

· Secure, private workspace suitable for professional calls during business hours

· Must clear all required background checks. Must be able to provide proof of eligibility to legally work in the United States.

· Must be able to provide proof of eligibility to legally work in the United States.