Homeoffice Member Services Associate en Better Life Partners

The Role: As a Member Services Associate, you will play an integral role in the provision of care and services to our members. The Member Services Associate is a critical first line of contact with our members, setting the tone for how our services are experienced and accessed. The role focuses on connecting our members to the appropriate care teams, scheduling appropriate services, answering questions and troubleshooting our members’ telehealth experience in addition to interacting with community partners, pharmacies, and labs. The Member Services Associate helps members navigate the services and teams within BLP and paves the way for members to receive timely services.To be successful in this role, you have a passion for understanding the needs of others, problem-solving and finding solutions, thrive in a fast-paced, dynamic environment, and succeed at providing excellent customer service. You are flexible, adapt well to change, and most importantly, you are excited about our mission and committed to helping people through a sometimes difficult system.Unless otherwise specified, this position is remote (work from home) with expectation of attending team meetings quarterly. Candidates must reside in one of the following states: Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, Vermont, or Connecticut.



What you will do:

Demonstrate and communicate the core values of Better Life Partners; Love, Act, Partner, Advocate, and Grow

Act as a concierge for our services 

Promptly, professionally, and accurately respond to calls, emails, and text messages

Coordinate meetings over Zoom between our members and providers or counselors.

Accurately collect or verify member demographic, insurance, and additional information to ensure the member's profile is accurate and up to date in our proprietary electronic medical record platform

Quickly identify member needs, clarify information, and transfer member calls to the right department

Offer assistance and guidance to members in navigating their treatment plan, scheduling and rescheduling appointments, and liaising with clinical staff as needed

Provide personalized support to members throughout their recovery journey, addressing any questions or concerns with compassion and understanding

Exhibit cooperation, and flexibility, and provide assistance when interfacing with members, colleagues, and external partners

Uphold the highest level of discretion and confidentiality when handling member information

Continuously seek opportunities to enhance the member experience

You are a good fit if you have:

High school diploma or GED required

Skills of handling complex inquiries normally obtained through 3 or more years of customer service experience (either via telephone, email and/or text)

Proven experience working effectively in a remote work environment

Strong computer literacy with the ability to multitask in a fast-paced environment is required

Previous experience working with individuals diagnosed with substance use disorders is a plus

Willingness and eagerness to learn, be flexible, and assist members and colleagues as needed

Strong interpersonal and communication skills, with the ability to interact effectively with members from diverse backgrounds

Excellent time management and strong attention to detail

Exceptionally strong work ethic

Bilingual ability is a plus but not required

It will also be great if you have:

A college degree

Great listening skills with a passion for helping others. Delight and act with urgency solving problems for others and anticipating needs, with empathy and compassion for the unique needs of our members

The ability to be a team player with an “all hands on deck” attitude

Work location requirements:

BLP operates in hybrid and remote work environments, which allows us to better meet our members and partners where they’re located. Candidates applying for this role must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings as expected in coordination with their department and business needs. 

When working from home, the requirements include:

Must have reliable internet service with a fast upload/download ability

Ability to ensure any protected health or proprietary data/information is not visible (or audible)  to others in any work location

Must have a quiet space to speak to members, team members, or external partners with minimal background noise and distractions

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