Member Services Representative - Per Diem - Remote

Overview

Pager Health is a connected health platform company that enables healthcare enterprises to deliver high-engagement, intelligent health experiences for their patients, members and teams through integrated technology, AI and concierge services. Our solutions help people get the right care at the right time in the right place and stay healthy, while simultaneously reducing system friction and fragmentation, powering engagement, and orchestrating the enterprise. Pager Health partners with leading payers, providers and employers representing more than 28 million individuals across the United States and Latin America.

In Short

• Field inbound/outbound calls and provide non-clinical and first-tier technical support, with an emphasis on assisting members with appointment scheduling and care coordination.
• Support email inbox to resolve any inquiries that come to the department via email.
• Research and resolve non-development and non-clinical related member issues and provide follow-up with outbound telephone contact.
• Provide basic technical web support to resolve user errors.
• Retrieve voicemails and return department-specific inquiries.
• Document member issue details, investigate, and facilitate the escalation of issue resolution.
• Maintain familiarity with tools and systems applicable to their position.
• Triage clinical inquiries to appropriate team for assistance.
• Consistently document every member interaction.
• Complete other duties as assigned by the Team Lead.

Requirements

• Must have a minimum of a high school diploma or GED.
• 1+ years of customer service and/or account management experience.
• Call Center experience is a big plus.
• Outstanding customer service skills, including problem solving, active listening and patience.
• Positive attitude and ability to manage conflicts with empathy.
• Tech-savvy and ability to learn new software/platforms quickly.
• Flexible and able to work with ambiguity.
• Demonstrated skills in critical thinking, diplomacy and positive relationship building.
• Outstanding time management and multi-tasking skills.
• Commitment to quality and a proactive thinker.

Benefits

• Work alongside passionate, talented and mission-driven professionals.
• Opportunity to shape your job and stretch your skills.
• Be part of a remote-first, dynamic and tight-knit team.
• Make a positive impact on people’s lives.