Who We Are

　　Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

　　We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here (https://youtu.be/S5I_HgoecJQ) .

　　Job Summary

　　TRANSFORMING HEALTHCARE, ONE MEMBER AT A TIME

　　Remote Position (must reside in MA, RI, NH, CT, ME)

　　Full Time

　　$19.00/hr. ($39,520 annually) + monthly incentives after training

　　WHAT MAKES US STAND OUT…

　　Here at Point32Health our member service representatives are the backbone of the company. Our members are taken care of everyday because of this. The value we place on our reps is at the highest level.

　　PAID 5-WEEK TRAINING

　　Work-Life-Flexibility

　　Paid volunteer time off (up to 3 days annually)

　　Educational Reimbursement

　　WHAT YOU’LL DO…

　　Job Summary

　　Under the general direction of the Call Center Supervisor, the Member Services Representative is responsible for providing accurate and thorough interpretation of Point32Health benefits, claims processes, eligibility, and enrollment policies to members, employers, and internal customers. In addition, the Member Services Representative is responsible for resolution of complex customer inquiries, the facilitation of problem resolution, and meeting or exceeding customers’ expectations. The Member Services Representative presents a consistent and professional demeanor to all callers and internal customers and is expected to identify opportunities to improve customer service and efficiency. The Member Services Representative is expected to take responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives.

　　Key Responsibilities/Duties – what you will be doing

　　Job Description

　　Receives and responds to a high volume of incoming telephone calls from members, prospective members, employers, and internal Point32Health staff.

　　Efficiently and effectively processes member calls. This includes:

　　Accesses the most appropriate source of information and proficiently resolving the member’s concern.

　　Accurately documents the complete encounter and maintains a professional and supportive attitude throughout the call.

　　Asks probing questions and takes the opportunity to educate members to avoid unnecessary repeat calls.

　　Investigates member complaints and performs front-line analysis and intervention when appropriate.

　　Makes necessary outgoing phone calls to resolve member related inquiries.

　　Meet or exceed department established key performance indicators.

　　Adheres to assigned schedules to ensure appropriate phone queue coverage.

　　Demonstrates strong written (e.g., documents calls accurately and comprehensively) and verbal skills.

　　Employs active listening skills, demonstrates patience and empathy, and is able to handle difficult customers tactfully, courteously and professionally.

　　Strives for improved efficiency for processing member issues.

　　Interacts and forms contacts with other Point32Health departments in order to resolve issues.

　　Participates in initiatives and/or responds to requests for help to contribute to team and department success.

　　Assists in mentoring new staff as directed.

　　Assist with department projects as needed.

　　Qualifications – what you need to perform the job

　　WHAT YOU’LL NEED…

　　EDUCATION:

　　High School Diploma or equivalent required. Associates degree or equivalent work experience preferred.EXPERIENCE:

　　6-12 months of relevant experience.

　　Preferred customer service experience in health care, call center or corporate office.

　　Knowledge of medical terminology is preferred.

　　Prior experience training and working in a virtual/remote setting is strongly preferred.

　　SKILL REQUIREMENTS:

　　Technical Skills:

　　Must have strong computer and telephone multitasking skills

　　Must have the ability to navigates through multiple systems

　　Accuracy in data input and documentation

　　Proficiency with MS Windows

　　Proficient keyboard skills

　　Interpersonal Skills:

　　Excellent verbal and written communication skills are required

　　Strong organizational skills

　　Ability to research and respond to a high volume of telephone inquiries in a consistent and professional manner

　　Basic math, grammar, and spelling are required

　　Ability to work under pressure and with attention to changing priorities

　　Must be able to work cooperatively as part of a team

　　Bilingual preferred

　　WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS:

　　Fast paced office environment handling multiple demands exercising appropriate judgment as necessary.

　　Requires a high level of initiative and independence and communication skills sufficient to communicate verbally via telephone.

　　Must adapt positively to changes related to work processes, department structure, environment, and technology.

　　Involves simultaneous use of a telephone headset, and PC/keyboard for long periods of time in order to document and communicate efficiently.

　　Requires long periods of sitting and occasional overtime may be requested.

　　May require ability and willingness to work from home.

　　CONFIDENTIAL DATA: All information (written, verbal, electronic, etc.) that an employee encounters while working at Point32Heal is considered confidential. Will be exposed to and required to deal with highly confidential and sensitive material and must adhere to corporate compliance policy and department guidelines/policies and all applicable laws and regulations at all times.

　　What we build together changes our customer's health for the better. We are looking for talented and innovative people to join our team. Come join us!

　　Salary Range

　　39,520-39,520

　　Compensation & Total Rewards Overview

　　The annual base salary range provided for this position represents a broad range of salaries for this role and similar roles across the organization. The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; equity with internal colleagues; and other conditions of employment. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

　　Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

　　Medical, dental and vision coverage

　　Retirement plans

　　Paid time off

　　Employer-paid life and disability insurance with additional buy-up coverage options

　　Tuition program

　　Well-being benefits

　　Full suite of benefits to support career development, individual & family health, and financial health

　　For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

　　Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

　　​Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

　　At Point32Health, we strive to be a different kind of nonprofit health and well-being company, with a broad range of health plans, and innovative tools that make navigating health and well-being easier, guiding our members at every step of their health care journey to better health outcomes. We are committed to providing high-quality and affordable health care, improving the health and wellness of our members, and creating healthier communities across the country. The Point32Health name is inspired by the 32 points on a compass. It speaks to the critical role we play in guiding and empowering the people we serve to achieve healthier lives. Our employees are hard-working, innovative, and collaborative. They look for opportunities to grow and make a difference, and they help make us strive to be one of the Top Places to work in New England.