Description

As a Member Services Advisor, you will play a crucial role in our Member Services Team, directly reporting to the Manager of Member Services. In this dynamic and fast-paced environment, you will bring a personal touch to our healthcare services, enhancing the interaction and experience for our members. This position serves as a vital link between our members and medical teams, ensuring that requests and communications are directed appropriately and handled promptly. We are looking for an emotionally intelligent individual who is a natural advocate, ideally with experience in medical teams or patient services.

Compensation and Benefits

• Salary Range: \(75,000 - \)85,000 per year
• This range reflects the anticipated compensation for this position in New York. Actual pay may vary based on factors such as experience, industry background, location, and education.

Why you should apply for this position today

Joining our team means you will be part of a unique medical membership that provides on-demand access to healthcare ²⁴⁄₇, 365 days a year. You will contribute to a commitment to concierge-level service, ensuring that our members receive unparalleled care tailored to their needs.

Skills

• Excellent verbal and written communication skills.
• Strong leadership and interpersonal abilities.
• A passion for workflow and operational efficiency.
• Comfort with remote work.
• The ability to manage crises and remain calm under pressure.

Responsibilities

• Implement and maintain our member interface strategy to ensure a seamless experience.
• Collaborate with marketing, sales, and medical teams to create an exceptional customer experience, incorporating real-time feedback, proactive communication, and swift issue resolution.
• Lead the membership renewal process in partnership with the member services team.
• Execute the member-retention program and develop communication strategies in collaboration with the commercial team.
• Conduct retrospectives and gather customer feedback to continuously improve our processes and offerings.
• Create and update a comprehensive manual for customer engagement for the entire team.
• Manage member billing and accounts, including sending invoices, addressing disputes, processing refunds, and retrieving walkout information.
• Follow established documentation and escalation paths within the operations team.
• Maintain accurate records and document all customer success activities and discussions.

Qualifications

• A Bachelor’s Degree.
• 3-5 years of proven experience in account management or a customer success role, preferably within healthcare or a membership organization.
• A solid understanding of management practices and techniques.
• Proficiency in Microsoft Office and customer service software.
• Bonus: Experience in the medical field (e.g., nurse, social worker) and familiarity with Salesforce.

Education Requirements

• Bachelor’s Degree

Education Requirements Credential Category

• Undergraduate degree in a relevant field.

Experience Requirements

• 3-5 years of experience in account management or customer success, ideally in healthcare or a membership organization.

Why work in New York, NY

New York City is a world-renowned hub of culture, finance, and innovation. Working here allows you to immerse yourself in a vibrant atmosphere that fosters creativity and professional growth. With diverse neighborhoods, a rich array of dining options, and endless entertainment choices, New York offers a dynamic lifestyle that enhances both work and personal experiences.