New

Customer Service Representative,Member Svc Call Center

TEKsystems
$18.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Georgia, Duluth
Jul 15, 2025
JOB DESCRIPTION: Job Title: Member Services Representative Department: Member Services Contact Center (MSCC) Work type: 100% REMOTE Training/Nesting Period: $17/hour (Fixed) Production Period: $18/hour (Fixed) You need to come to office location only once to take the equipment. Position Summary: The Member Services Representative plays a key role in enhancing customer satisfaction and retention by providing accurate, timely, and meaningful information to members, patients, providers, and customers. This role supports members in fully utilizing their Company's coverage and builds strong, compliant relationships with both current and prospective members. Primary Responsibilities: * Represent Company by handling and documenting all incoming contacts, including complex inquiries related to specialized product lines or queues. * Deliver exceptional customer service by responding professionally to internal and external inquiries, in line with KP's commitment to extraordinary customer relations. * Coordinate with Health Plan, medical group, and facility personnel to gather information necessary to resolve concerns or inquiries. * Analyze data to determine appropriate actions for complaint resolution and service recovery. * Accurately document all member interactions per established procedures. * Follow standard operating procedures to address customer/member needs effectively. * Collaborate with diverse teams and departments across the organization. * Apply a solid understanding of relevant skills and knowledge to complete a wide range of tasks. * Maintain awareness of policies, processes, and customer expectations. * Support departmental goals and contribute to meeting performance metrics. * Complete required training and utilize available tools to access and recall information. * Understand how individual performance impacts member experience and service quality. * Meet MSCC performance guarantees, including call handling, first call resolution, complaint resolution, member retention, and timely follow-up. * Uphold compliance standards and Company's Principles of Responsibility, ensuring confidentiality and protection of organizational assets. * Perform other duties as assigned. Work Schedule: * Training: Monday-Friday, 8:00 AM - 4:30 PM (local time) * Nesting: Typically 8:30 AM - 5:00 PM or 11:00 AM - 8:00 PM * Production Hours: * Monday-Friday: 7:00 AM - 9:30 PM * Saturday-Sunday: 7:00 AM - 9:00 PM * Weekend availability is required once in production * No time off permitted during the first 90 days, including for medical appointments ONLINE TEST: * Completion of MSCC Assessment V4 and Computer Test Note: These assessments are mandatory and can only be taken once. Failure to pass disqualifies candidates from further consideration. Qualifications: Minimum Requirements: * High School Diploma or GED * Minimum 2 years of customer service or KP member-interacting experience * Successful completion of MSCC Assessment V4 and computer test * Excellent written and verbal communication skills * Strong analytical and problem-solving abilities * Familiarity with MSCC systems * Ability to manage tasks independently and think critically * Must pass knowledge checks during training Preferred: * Experience in health insurance and/or call center environment Pay and Benefits The pay range for this position is $18.00 - $18.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 28, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.