Member Services Advisor

Summary

Join Sollis Health as a Member Services Advisor and become a pivotal contributor to our Member Services Team. Working remotely in New York, you will enhance member-business interaction and experience, acting as a liaison between members and medical teams. This fast-paced role requires strong communication and leadership skills, along with experience in account management or customer success, preferably within healthcare. Responsibilities include maintaining member interfaces, optimizing processes, overseeing billing, and ensuring exceptional customer experiences. The ideal candidate possesses emotional intelligence and a passion for workflow and operations. The position offers a competitive salary range of $75,000-$85,000 per year.

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: $75,000-$85,000 per year