🕒 4 days ago
Deliver real-time, empathetic support for prescription delivery and Instacart Health programs, resolving customer issues across calls and occasional emails while identifying trends and improving support processes.
Member Services Agent I
📅 Sep 22
Customer ServiceCall Center SupportMotivational InterviewingRapport Building
📜 Description
- Make outbound calls to explain program benefits and encourage enrollment using motivational interviewing and rapport building.
- Handle inbound calls, conduct assessments, answer service questions, support enrollment, and guide members through app navigation.
- Document interactions and resolutions accurately while protecting member confidentiality under HIPAA requirements.
- Resolve member concerns, escalate complex issues, and follow up to ensure timely resolution.
- Support service improvement projects, training updates, peer sessions, scripting, and quality monitoring.
- Meet inbound and outbound KPIs and participate in ongoing training and professional development.
🛠️ Requirements
- High school diploma or equivalent required; Associate's or Bachelor's Degree preferred.
- Minimum 2-3 years of experience in a customer service or call center role, preferably within the healthcare industry.
- Strong verbal and written communication skills.
- Excellent problem-solving and active listening abilities.
- Proficiency in using CRM and ticketing systems.
- Ability to work efficiently in a fast-paced, member-focused environment.
- Strong Wi-Fi connectivity to function in a remote-first environment.
✨ Benefits
- Of enrollment into Vida's program, which is free to the member.
- Take in-bound calls from members to conduct assessments, answer questions related to services
- Provide an exceptional customer experience by responding to member inquiries with professionalism, empathy and efficiency
- Proactively resolve member concerns by identifying solutions and escalating complex issues to the appropriate departments while ensuring
- Adhere to company protocols to ensure compliance with healthcare standards while prioritizing member satisfaction and quality service
Full job description
We are seeking a dedicated and highly customer-focused Member Services Agent I to join our healthcare organization. This role is responsible for handling member inquiries with professionalism, accuracy and empathy to ensure a seamless and high-quality customer experience. The ideal candidate will have exceptional problem-solving skills, a passion for service excellence and a commitment to delivering personalized and effective solutions through clear communication and responsiveness.
This a 3 month seasonal role with possible extensions based on business demand/performance.
Responsibilities:
Qualifications:
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