Member Experience Specialist
Apply NowLocation:
Concord, CA, US
Company:
Nonstop Administration and Insurance Services, Inc. is a fast-growing health insurance organization focused on providing high-quality, affordable healthcare.
Summary:
The Member Experience Specialist provides exceptional customer service related to medical benefits, assisting members with inquiries and issue resolution. Candidates should have experience in customer-facing roles and familiarity with medical insurance.
Requirements:
Technology: Google Suite, CRM systems
Hard Skills: medical benefits, claims, billing, customer service
Experience: 3+ years of experience in a customer-facing support role
Job Description:
Who we are: Nonstop Administration and Insurance Services, Inc. is a fast-growing health insurance organization with a firm belief that everyone should have access to high-quality, affordable healthcare. To achieve this goal, we offer an employer-sponsored group health insurance solution called Nonstop Health ®
What Nonstop is Looking For: The Member Experience Specialist position provides first-class and memorable customer service while responding to medical benefit phone inquiries and emails from Nonstop Health members.
At Nonstop, our Member Experience Specialist is one of our member's first points of contact and is central to Nonstop’s service delivery. Member Experience Specialists are strong interpersonal communicators who provide accurate and detailed medical benefit information related to the Nonstop Health program.
Our ideal candidate has strong medical benefits, claims, and billing experience. Nonstop Member Support team members are committed to providing exceptional and personalized customer service as they patiently troubleshoot varied member issues. In addition, this candidate will be familiar with working in a Mac environment, using the Google Suite of products (or equivalents), as well as being detail-oriented and have the ability to expertly resolve member issues using available resources and knowledge.
Primary Responsibilities:
- Respond to Nonstop member, broker partner, and client inquiries via phone and Nonstop’s proprietary email ticketing system
- Demonstrate strong customer service while helping members navigate their medical benefit offerings through Nonstop
- Guide members through insurance forms such as Summary of Benefits and Coverage (SBC’s) and Explanation of Benefits (EOB’s)
- From time to time, work with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues
- Quickly become an expert at Nonstop programs, including, but not limited to, Nonstop’s core products as well as various additional benefits such as the Durable Medical Equipment program, AltCare Plus, Infertility, and Nonstop’s Claims process.
- De-escalate situations involving dissatisfied members by offering patient, empathetic, and skilled support.
- Maintain customer satisfaction at the core of every decision and task
- Build relationships and engage members by going the extra mile on every call
- Adhere to Nonstop guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
- Commit to ongoing professional development
- Report on member and client trends and feedback on professional development so as to become expertly versed in medical benefits, Nonstop processes, and programs.
