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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within the healthcare sector, utilizing strong communication, problem-solving, and active listening skills to effectively assist members. Proficient in CRM and ticketing systems while ensuring compliance with HIPAA regulations.
Highest-signal resume keywords
Customer Service ExperienceHIPAA ComplianceCRM ProficiencyMotivational InterviewingProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceCall Center ExperienceMotivational InterviewingCRM SystemsTicketing Systems
Soft Skills
Verbal CommunicationWritten CommunicationActive ListeningEmpathyCollaboration
Tools & Technologies
Phone SystemMember Services System
Industry Keywords
Healthcare StandardsMember EngagementConfidentialityKPI ManagementTraining and Development
About the role
Key responsibilities & impact- Conduct outbound outreach to members using the phone system
- Explain Vida program enrollment benefits using motivational interviewing and rapport building
- Take inbound member calls and conduct assessments
- Answer questions about services and assist with program enrollment based on interests and health goals
- Help members navigate the app and provide general inquiries or status updates
- Deliver professional, empathetic, efficient, and personalized customer service
- Educate members about relevant Vida program offerings
- Document member interactions and resolutions accurately in the Member Services system
- Maintain member confidentiality according to HIPAA regulations
- Resolve member concerns, escalate complex issues, and ensure timely follow-up
- Follow company protocols and healthcare standards while addressing concerns and overcoming objections
- Support ad-hoc Member Services projects, including updating training, leading peer sessions or team meetings, improving scripts, and quality monitoring
- Collaborate with team members to improve service quality and streamline processes
- Participate in ongoing training and professional development
- Meet or exceed inbound and outbound KPIs and perform other assigned duties
Requirements
What you’ll need- High school diploma or equivalent required
- Associate's or Bachelor's Degree preferred
- Minimum 2-3 years of experience in a customer service or call center role, preferably within the healthcare industry
- Strong verbal and written communication skills
- Excellent problem-solving and active listening abilities
- Proficiency in using CRM and ticketing systems
- Ability to work efficiently in a fast-paced, member-focused environment
- Strong Wi-Fi connectivity to function in a remote-first environment
- Ability to comply with HIPAA regulations and healthcare standards
- Full-time, non-exempt hourly availability
- Seasonal 3-month role, with possible extensions based on business demand/performance
Benefits
Comp & perks- Free Vida program enrollment for members (role-related offering)
- Ongoing training and professional development
- Remote-first work arrangement