Member Services Team Lead

Overview

Who We Are

Because health is personal. That's why Personify Health created the first and only personalized health platform—bringing health plan administration, holistic wellbeing solutions, and comprehensive care navigation together in one place. We serve employers, health plans, and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together, our team is on a mission to empower people to lead healthier lives.

Learn even more about the work that drives us at personifyhealth.com.

Responsibilities

Ready to take the next step in leading a high-performing support team?

The role of Member Services Team Lead is responsible for supporting and assisting in the team’s success in attentive customer services to Personify Health’s clients.  This role manages both incoming calls from clients regarding a variety of requests and assists members with technical issues related to the website or products. 

This role is Onsite in Tempe, AZ. Must be available to work any schedule between 7am-7pm CST.

What You'll Actually Do

• Chat Triage - Rerouting incoming chats on Zendesk to the appropriate location queues (North, South, West)
• Assisting agents with their calls and inquiries, both remotely and onsite - Agent reaches out via Teams or in person for assistance with their inquiries. TLs will investigate the inquiry, and provide assistance and guidance to agents.
• Assisting with the Training process (North TLs were in charge of organizing and conducting the training process in 2024): TLs were tasked with creating a training schedule and modules for new hires. TLs held group training, presentations, and mock calls. They also assisted the agents on their first live calls.
• Assisting with IT issues (reporting and troubleshooting) - If an issue with the services is identified or reported, TLs will do the standard troubleshooting before reporting it to the IT department. TLs will gather the necessary information and report the ongoing issues.
• Closely collaborating with IT with onboarding procedures and tools set up - Assist with setting up the equipment for the New Hires, arranging seating, completing the onboarding procedure, and, introducing New Hires to the work environment and SOP's.
• Supervisor Callbacks (North TLs) - Once an agent submits a Supervisor callback through Zendesk, the TL is tasked with investigating the inquiry and completing the Supervisor callback.
• Agent Escalations - If an agent needs more information about claims, eligibility, or benefits, they escalate to their TL. Once escalated, the TL will investigate and, if necessary, reach out to the appropriate departments for additional information. Once obtained, the escalation will be returned to the agent with the updated information for them to resolve the inquiry.
• Assisting supervisors with the QA process - Once an agent receives an evaluation, before appealing the agent will reach out to the TL. The TL will investigate and report to the supervisor if further assistance is needed. If not, the TL will provide feedback and guidance to the agent about the evaluation.
• Providing supervisors with agent feedback - TLs will provide regular feedback about team members and other agents on their overall performance and communication.
• Outlining and documenting certain MS procedures - TLs will gather information, updates, and new SOP's, and update the documentation accordingly. Usually by investigating ongoing issues within the SOP's or receiving official communication from Supervisors.
• Adding organizations to ZD - When an organization is missing in Zendesk, the TL will create an organization within Zendesk using the Group No., Group name, and Group location.
• Merging users in ZD - When there are duplicate users in Zendesk, the TL will merge those users into one user in Zendesk using their First and Last name, and Member ID.
• Additional tasks, depending on the kind of project currently being worked on, as well as its workload.
• All other duties as assigned.

Qualifications

What You Bring to Our Team

Education and Experience

• High school diploma or equivalent required
• Some University or Post-secondary Education preferred
• Must have at least one year customer service experience in a call center environment
• Familiar with cloud-based contact center software desirable
• Excellent written and verbal communication skills
• Strong personal computer usage and Internet proficiency skills
• Ability to type 30 wpm minimum with accuracy

Required Knowledge, Skills, and Abilities

• Flexible with scheduling as business needs dictate
• Ability to listen attentively and to use information provided to assist members specific needs
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Strong customer service, analytical and decision-making skills
• Must be able to learn quickly in a fast-paced environment
• Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to learn and navigate new software quickly

Work Environment

At Personify Health we value and celebrate diversity, and we are committed to creating an inclusive environment for all employees. We believe in creating teams made up of individuals with various backgrounds, experiences, and perspectives. Why? Because diversity inspires innovation, collaboration, and challenges us to produce better solutions. But more than this, diversity is our strength, and a catalyst in our ability to change lives for the good. 

Physical Requirements

• Must be able to remain in a stationary position 50% of the time.
• The person in this job needs to occasionally move about inside the office to access office machinery, filing cabinets and meeting facilities.
• Constantly operates a computer and other office productivity machinery, such as copy machine, computer printer, calculator, etc.
• Frequently positions self to maintain files in file cabinets.
• Frequently moves boxes or equipment weighing up to 25 pounds.
• Must communicate information and ideas so others understand. Must be able to exchange accurate information in these situations.
• Must be able to observe details at close range.

Benefits

The Highlights:

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Paid Time Off—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health

Want the full picture? Visit personifyhealthbenefits.com to explore our complete benefits package, wellness programs, and other employee perks.

Compensation: This position offers a base salary range of $24.00 per hour, skills, and experience. You're eligible for our full benefits package starting day one.

Our Commitment: Personify Health is an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive—because diversity is core to who we are and critical to our work in health and wellbeing.

Stay Safe: Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests? Report them to talent@personifyhealth.com. View all legitimate openings at personifyhealth.com/careers.