<span>Member Support Experience Agent - Fully Remote</span>

$60,008 - $60,008/Yr

Unclassified - Concord, CA

Full-time - Entry Level

Remote - Concord, CA

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 fully remote 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 closely with members, brokers, and medical carriers to resolve issues and provide comprehensive information about Nonstop's offerings.

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 help 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, including HIPAA regulations.
• Commit to ongoing professional development and report on member and client trends.

Requirements

• Ability to adapt to rapidly changing requirements with a positive attitude.
• Critical thinker with intuitive and creative problem-solving abilities.
• Must be able to learn CRM systems.
• Excellent organizational skills and proficient in multi-tasking.
• Expert in customer service and an organized self-starter.
• Ability to communicate effectively and professionally with staff, management, and clients.
• Possesses a customer-first approach and eagerness to solve issues.
• Strong writing skills and ability to work autonomously in a remote setting.
• Proficient with Google Suite products or equivalents.
• Familiarity with medical insurance and medical benefits.
• 3+ years experience in a customer-facing support role.

Nice-to-haves

• Experience working on multiple platforms and successfully navigating numerous sources of information.

Benefits

• Hourly Rate of $28.85
• Internet Reimbursement
• Fully Remote Position
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period
• Voluntary Benefits offered for employees and dependents