Member Experience Representative

Description

The Member Experience Representative is responsible for delivering high quality service and support to members by addressing inquiries, resolving issues, and ensuring a positive experience. This role serves as a key point of contact between the organization and its members, requiring strong communication and problem-solving skills.   

• Member Support: Respond to incoming calls and emails from members, addressing their inquiries and resolving issues promptly and professionally.  
• Issue Resolution: Identify and resolve member issues, providing appropriate solutions and alternatives.  
• Information Provision: Provide accurate information about benefits programs, services, and policies.  
• Record Maintenance: Update and maintain member records in the database, ensuring accuracy and confidentiality.  
• Feedback Collection: Collect member feedback and report findings to the management team to improve services.  
• Collaboration: Work closely with other departments to resolve complex member issues and ensure a seamless experience.  
• Follow-Up: Conduct follow-up communications with members to ensure their issues have been resolved satisfactorily.  
• Training Participation: Participate in ongoing training sessions to stay updated on benefits programs and customer service best practices.  
• Additional duties as assigned. 

Requirements

Education: High School Diploma/GED required.

Skills

• General PC knowledge including Microsoft Office  
• Excellent Customer Service, communication, organizational and interpersonal skills.  
• Attention to detail, accurate reporting and follow-up.  
• Analytical and problem-solving skills.  
• Ability to work in teams and coordinate efforts to ensure timely completion of work assignments.  

About OneVeracity
OneVeracity partners with brokers to help self-funded employers reduce medical and pharmacy costs without compromising care. It delivers Health Plan Solutions, VeracityRx, Care Solutions, and Onsite Health Centers in one integrated model that gives employers a clearer, more coordinated way to manage healthcare spend. The approach is grounded in three guiding principles: enhance care, reduce costs, and make it easy. Founded in 2019 and headquartered in Kennesaw, Georgia, OneVeracity is a privately held company that serves self-funded employers across industries including manufacturing, government, and professional services. Learn more at www.OneVeracity.com.