Member Services Advisor

Summary

Join Sollis Health as a Member Services Advisor and become a pivotal contributor to our Member Services Team. Reporting to the Director of Member Services, you will work in a fast-paced environment, enhancing member-business interaction and experience. This role acts as a liaison between members and medical teams, directing communication and requests. The ideal candidate is emotionally intelligent and a natural advocate, with preferred experience in medical teams or patient services. This is a full-time remote position in California, working Tuesday-Saturday from 9 am to 5 pm. You will be responsible for maintaining member interfaces, working cross-functionally, spearheading membership renewals, and optimizing processes through feedback. The position offers a competitive salary range.

Requirements

• Bachelor's Degree
• 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
• 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

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

Preferred Qualifications

• Medical experience (nurse, social worker)
• Salesforce

Benefits

Range: $70,000-$80,000 per year