Skip to main content

Member Services Agent I

VIDA Digital IdentityOperationsOperations
Pay
$21/hour
Work mode
Remote
Full Time
Location
United States
Experience
2+ yrs
High school

What you need

  • High school diploma or equivalent required
  • 2-3 yrs customer service or call center experience
  • Healthcare industry experience preferred
  • Proficiency with CRM and ticketing systems
  • Strong verbal and written communication skills

What you'll do

  • Conduct outbound outreach to enroll members in Vida program
  • Handle inbound calls for assessments, enrollment, and app navigation
  • Document member interactions in compliance with HIPAA
  • Resolve member concerns and escalate complex issues
  • Meet inbound and outbound KPIs
We are seeking a dedicated and highly customer-focused Member Services Agent I to join our healthcare organization. This role is responsible for handling member inquiries with professionalism, accuracy and empathy to ensure a seamless and high-quality customer experience. The ideal candidate will have exceptional problem-solving skills, a passion for service excellence and a commitment to delivering personalized and effective solutions through clear communication and responsiveness.

Responsibilities:

  • Outbound outreach to members who may or may not have heard of Vida via our phone system. Use Motivational interviewing and rapport building to explain the benefits of enrollment into Vida’s program, which is free to the member.
  • Take in-bound calls from members to conduct assessments, answer questions related to services, assist with program enrollment based on interests and health goals and help members with app navigation, general inquiries or status updates related to prior phone or email interactions.
  • Provide an exceptional customer experience by responding to member inquiries with professionalism, empathy and efficiency, while proactively identifying opportunities to educate and promote Vida program offerings that best meet member needs.
  • Accurately document all member interactions and resolutions in the Member Services system, following established processes to maintain service integrity and transparency ensuring member confidentiality at all times according to HIPAA regulations.
  • Proactively resolve member concerns by identifying solutions and escalating complex issues to the appropriate departments while ensuring timely follow-up and resolution with the member.
  • Adhere to company protocols to ensure compliance with healthcare standards while prioritizing member satisfaction and quality service delivery, effectively addressing concerns and overcoming objections to provide clear, informed and reassuring solutions or program offerings.
  • Support Member Services projects on an ad-hoc basis, including updating training, leading peer sessions or team meetings, brainstorming scripting improvements and quality monitoring working collaboratively with team members to enhance service quality, streamline processes and contribute to a culture of continuous improvement.
  • Engage in ongoing training and professional development to sharpen service skills and stay informed on industry best practices.
  • Champion the organization’s commitment to excellence by creating a welcoming, solutions-driven and member-focused service environment, ensuring that every member receives accurate, reliable and high-quality support.
  • Consistently meet and exceed inbound and outbound Key Performance Indicators (KPIs) as well as other duties as assigned, demonstrating a commitment to responsiveness, accuracy and service excellence.

    • Qualifications:

  • High school diploma or equivalent required; Associate's or Bachelor's Degree preferred.
  • Minimum 2-3 years of experience in a customer service or call center role, preferably within the healthcare industry.
  • Strong verbal and written communication skills.
  • Excellent problem-solving and active listening abilities.
  • Proficiency in using CRM and ticketing systems.
  • Ability to work efficiently in a fast-paced, member-focused environment.
  • Strong Wi-Fi connectivity to function in a remote-first environment.
    • This a 3 month seasonal role with possible extensions based on business demand/performance.

    Optimize your resume for this job

    Get a match score and the keywords you're missing

    Optimize resume

    About VIDA Digital Identity

    VIDA is a Certificate Authority (CA), registered and recognized by the Ministry of IT & Communications, Indonesia (or Kominfo). Being a CA, VIDA has the authority to issue Electronic Certificates that are authentic and legally binding. VIDA has been established to digitize and secure individual identities, which are validated against the National Identity Database.

    Company profileWebsite More Operations jobs

    See full Operations compensation at VIDA Digital Identity

    Real salary data from H1B filings, public bands, and verified community submissions.

    Similar Operations roles

    Superpower
    Member Success Representative
    San Francisco, CA Full Time
    RemoteOperations
    3 months ago
    Devoted Health
    Member Flex Guide
    Remote USA$20 - $25/hour Internship
    Operations
    1 week ago
    Central Intelligence Agency
    Enterprise Support Specialist
    Washington, District of Columbia, DC$64K - $103K Contract
    Operations
    1 month ago
    All Operations jobs
    Browse more jobs
    Member Services Agent I
    $21/hour · VIDA Digital Identity
    Apply