Membership Representative I

Membership Representative I Location: This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. Hours : Monday through Friday, 8:30 AM to 5 PM Central / 9:30 AM to 6 PM Eastern. The Membership Representative I is responsible for enrollment, billing activities and/or maintaining assigned accounts. Pre-employment test battery may be required. How you will make an impact:  Responds to incoming calls and may initiate outgoing calls, providing customer service to plan members, providers and employer groups by answering benefit questions, resolving issues and educating callers. Verifies enrollment status, makes changes to records, researches and resolves enrollment system rejections; addresses a variety of enrollment questions and/or concerns received by phone or mail. May be responsible for billing and delinquency processes for assigned groups. Ensures accuracy and timeliness of the membership and billing function. Responds to inquiries concerning enrollment processes. Maintains enrollment database. May order identification cards. Determines eligibility and applies contract language for each case assigned. Performs error output resolution for electronic eligibility and processes error discrepancy list. Bills, collects premiums and reconciles payments. Maintains and reconciles premium bill, self-bill and individual billed accounts. Notifies clients of premium discrepancies through payment adjustment notices and detailed audits. Screens all forms and data for all paperwork received from Sales and/or Underwriting for new group and/or group re-classing benefits. Makes request to Underwriting, Sales or Brokers for missing information and/or forms needed for new group or re-class of existing group. May be responsible for loading rates to new groups and renewal/re-class groups within the appropriate system. Screens group for benefits to determine if existing or new, recognizing when benefits are not standard and handling as appropriate. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Performs basic job functions with help from co-workers, specialists and managers on non-basic issues.   Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.   Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.   Performs other duties as assigned.

Requires a HS