Outbound outreach to members via phone system, using motivational interviewing and rapport building
Handle inbound calls to conduct assessments, answer questions, assist with enrollment, app
Provide exceptional customer experience with professionalism, empathy, and efficiency
Document all member interactions in Member Services system, maintaining confidentiality per HIPAA
Proactively resolve member concerns and escalate complex issues as necessary
Adhere to company protocols for healthcare compliance and quality service delivery

🎯 Requirements

High school diploma or equivalent; Associate's or Bachelor's Degree preferred
Minimum 2-3 years of customer service or call center experience, preferably in healthcare
Strong verbal and written communication skills
Fluent in verbal and written English and Spanish
Excellent problem-solving and active listening abilities
Proficiency in using CRM and ticketing systems

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