Member Support Experience Agent - Fully Remote

$60,008 - $60,008/Yr

Nonstop Administration & Insurance Services - Concord, CA

Full-time - Mid Level

Remote - Concord, CA

Insurance Carriers and Related Activities

About the position

The Member Support Experience Agent at Nonstop Administration and Insurance Services, Inc. is a crucial role focused on delivering exceptional customer service to members of the Nonstop Health program. This position involves responding to inquiries regarding medical benefits, claims, and billing, ensuring a positive member experience through effective communication and problem-solving skills. The agent will work remotely, providing support via phone and email, and will be responsible for guiding members through their insurance offerings while adhering to HIPAA regulations and company policies.

Responsibilities

• Respond to Nonstop member, broker partner, and client inquiries via phone and email.
• Demonstrate strong customer service while helping members navigate their medical benefit offerings.
• Guide members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's).
• Work with medical carriers, pharmacies, and service provider billing and claims departments to resolve member issues.
• Become an expert at Nonstop programs including core products and additional benefits.
• De-escalate situations involving dissatisfied members by offering patient and empathetic 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 HIPAA regulations.
• Commit to ongoing professional development and report on member and client trends.

Requirements

• 3+ years experience in a customer-facing support role.
• Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents.
• Familiarity with medical insurance and medical benefits.
• Excellent organizational skills and attention to detail.
• Ability to adapt to rapidly changing requirements with a positive attitude.
• Strong writing skills and effective communication abilities.
• Critical thinker with intuitive and creative problem-solving skills.
• Ability to work effectively and autonomously in a remote setting.

Nice-to-haves

• Experience working on multiple platforms and successfully navigating numerous sources of information.
• Willingness to work a flexible schedule if requested.

Benefits

• Internet reimbursement
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching