Member Services Advisor

In the role of a Member Services Advisor you will be a pivotal contributor to our Member Services Team, reporting directly to our Director of Member Services. You will work as part of a team in a fast-paced environment to add a human touch to our healthcare services, and you will be responsible for enhancing member-business interaction and experience. This position operates as a nexus between our membership and our medical teams, directing requests and communication across parties appropriately and in a timely manner. The ideal candidate is emotionally intelligent and a natural advocate, preferably with knowledge of and past experience working with medical teams and/or patient services.

Full Time Position 9am-6pm Sunday-Thursday

Responsibilities

• Maintain Sollis Health's member/ consumer interface strategy
• Work cross-functionally with marketing, sales, and medical to design an exceptional customer experience with real time feedback, proactive communication, speedy resolution to issues, and orchestration across stakeholders
• Work with the member services team to spearhead the membership renewal process
• Execute the member-retention program, and subsequent communications strategy with the commercial team
• Hold retrospectives and solicit customer feedback to continually optimize our processes and products
• Develop and iterate on an all-team manual for customer engagement
• Oversee member billing and accounts (i.e. sending folios, fielding disputes, billing, receipts, refund requests) as well as walkout retrievals
• Understand and utilize appropriate documentation and escalation paths established within the operations team
• Maintain accurate records and document all customer success activities and discussions

Experience

We believe extraordinary people come from a variety of backgrounds, but ideally, we would expect that you have:

• Bachelor's Degree (preferred)
• A minimum of 3-5 years proven experience in account management or customer success role, preferably in healthcare or a membership organization
• Good understanding of management practices and techniques
• Proficiency in Microsoft Office and customer service software
• Nice to haves: Medical experience (nurse, social worker), Salesforce

Skills

To be successful in this role, candidates will demonstrate the following:

• Outstanding verbal and written communication skills
• Excellent leadership and interpersonal skills
• A passion for workflow and operations
• Comfortable working remote
• Comfortable managing crisis and panic

Compensation

Range: $72,800-$83,000

This is the range of pay for New York City candidates only. Sollis is a multi-state employer and this rate/range may not reflect the pay for positions that are performed solely in localities outside of New York City. Furthermore, actual pay is dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, location, education, etc.