Member Experience Liaison

Job Description

Job Description

Our established client on the Waterfront in Camden, is looking for a Members Experience Liaison to join their team.
Hybrid schedule 3 days in office, 2 days remote
Temp to Perm
8:30-5pm
$21.55 - $26.35 based on experience

Healthcare Customer Service Experience a MUST

The Member Experience Liaison serves as the first point of contact for members, ensuring a seamless and positive experience during the intake process. This role involves gathering essential information, addressing member inquiries, and coordinating with internal teams to provide timely and accurate service. The ideal candidate will possess excellent communication skills, attention to detail, and a commitment to delivering exceptional customer service.

Key Responsibilities
Member Interaction:
• Serve as the primary contact for new and existing members during the intake process.
• Respond to inquiries via phone, email, or other communication channels in a professional and courteous manner.
• Provide clear explanations of services, benefits, and processes to members.
Intake Process Management:
• Collect and verify member information, ensuring accuracy and completeness.
• Document all interactions and relevant details in the system according to company protocols.
• Identify member needs and direct them to appropriate resources or departments.
Collaboration and Coordination:
• Work closely with internal teams to ensure smooth transitions and resolution of member concerns.
• Escalate complex issues to supervisors or specialized teams as needed.

Quality Assurance:
• Maintain compliance with company policies, procedures, and regulatory requirements.
• Continuously seek opportunities to improve the intake process and enhance member satisfaction.
Documentation and Reporting:
• Maintain accurate records of member interactions, inquiries, and resolutions using company systems.
• Report on intake activities and member feedback for management review.
Compliance and Standards:
• Adhere to company policies, procedures, and regulatory requirements.
• Ensure all communications align with organizational values and standards of professionalism.
Key Competencies :
• Empathy and active listening skills to understand and address member concerns.
• Team-oriented mindset with a focus on collaboration and shared goals.
• Adaptability to handle changing priorities and member needs.
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional verbal and written communication skills.

Qualifications
Education and Experience:
• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 2+ years of experience in customer service, client relations, or a similar role.
• Strong verbal and written communication skills.
• Proficiency in Microsoft 365 tools (e.g., Outlook, Teams, Excel, Word).
• Ability to multitask and prioritize in a fast-paced environment.
• Exceptional attention to detail and organizational skills.
• Familiarity with insurance, healthcare, or membership-based industries is a plus.
• Detail-oriented and organized.
• Positive attitude and a commitment to delivering excellent service.
• Strong time management skills.
• Strong organizational skills.
• Adaptable and open to feedback for continuous improvement.

Benefits: Health Insurance, Vacation and PTO available after completion of required hours worked.