About the Role
Revive is a dynamic and innovative organization specializing in healthcare delivery and technology, where we pride ourselves on building strong, long-lasting relationships through exceptional service. As a Member Support Specialist, you will serve as the voice of our brand, acting as a vital link between members and the care they need. This remote position offers a unique opportunity to play a pivotal role in navigating members through the complexities of healthcare and social determinant needs, ensuring they receive the support and resources necessary for their well-being.
We are looking for a compassionate, professional who thrives in a fast-paced environment and is passionate about delivering a superior member experience. In this role, you will be more than just a support agent; you will be a dedicated advocate who ensures every interaction reflects Revives commitment to quality, care, and excellence. Whether you are resolving a complex portal issue or providing education on membership benefits, your work will directly impact the lives of our members and the overall success of our mission. You will be expected to demonstrate the highest skill levels regarding member service, problem-solving, and the ability to follow through to assist members successfully.
Key ResponsibilitiesYour primary objective is to deliver high-quality support while maintaining the highest standards of professionalism and empathy. Your day-to-day activities will include:
- Managing high volumes of incoming inquiries via telephone, email, and live chat, ensuring timely and accurate resolutions for members and care coordinators.
- Assisting members in navigating their healthcare plans, addressing social determinant needs, and ensuring they have access to the necessary services.
- Resolving complex member concerns regarding membership benefits, member portal navigation, and general account inquiries with a focus on first-contact resolution.
- Effectively managing and documenting web support tickets and live chat sessions within our internal customer relationship management systems.
- Serving as a proactive liaison between members and various internal departments to streamline communication and resolve escalations efficiently.
- Educating members on available services and digital tools to empower them in managing their own healthcare journey effectively.
- Conducting outbound calls to members as assigned to provide follow-up information or proactive assistance regarding their care plans.
- Strictly adhering to Health Insurance Portability and Accountability Act (HIPAA) standards to protect and disclose member information only as permitted.
- Contributing to a continuous improvement environment by proposing innovative solutions to enhance service delivery and operational efficiency.
To be successful in this role, you must possess a blend of technical proficiency and exceptional interpersonal skills. We are looking for candidates who meet the following criteria:
- High school diploma or GED is required for this position.
- A minimum of two (2) years of experience in a high-volume call center environment.
- Previous professional experience within the health insurance or healthcare sectors is highly preferred.
- Strong computer literacy with the ability to navigate multiple software platforms and demonstrate rapid, accurate data entry skills.
- Superior verbal and written communication skills, characterized by professional etiquette and an empathetic tone.
- Advanced active listening skills and the ability to maintain composure during challenging or high-pressure situations.
- Exceptional problem-solving abilities with a task-oriented and organized approach to workload management.
- Demonstrated ability to multi-task and remain flexible in a fast-paced, team-oriented remote environment.
- Self-motivated mindset with a commitment to being a collaborative and supportive team player.
Revive is committed to fostering a supportive and rewarding work environment for our remote team members. When you join our team, you can expect:
- A fully remote work environment that offers flexibility and a focus on work-life balance.
- The opportunity to work with a forward-thinking healthcare technology company that is making a tangible difference in people's lives.
- A collaborative culture where innovation is encouraged and your voice is heard.
- Professional growth opportunities within a rapidly expanding organization.
- A comprehensive onboarding program and continuous training to ensure you are equipped with the knowledge to succeed.
- Engagement with a diverse and talented team of professionals dedicated to superior member service and care excellence.