Patient (Member) Success Specialist

PeopleOne Health Patient (Member) Success Specialist Job Purpose

PeopleOne Health is dedicated to providing individuals with access to our innovative, high-quality, direct primary care enhanced knowledge to help them make better choices impacting their health, and providing encouragement and support to increase their own efforts to stay healthy.

We provide more than a patient/provider relationship, we consider patients our members and we provide holistic support to our members in their health journey! With that in mind, this position will be referred to as Member Success Specialist.

This position will be primarily responsible for addressing member inquiries, questions, and concerns in all areas, including pre-enrollment, enrollment, membership benefits, and tech support as well as helping to answer membership questions for prospective members. This role will provide proactive outreach to all members in order to increase patient engagement. The Member Success Specialist will focus on improving overall member satisfaction, fostering loyalty, and establishing trust by becoming the main point of contact for all members.

In this important role, the Member Success Specialist will embody the vision and values of PeopleOne while motivating those around them to strive for professional excellence. This role is generally the first point of contact that our new members have with us, so the impression we leave matters! This position is responsible for the ongoing success of our member relationships.

Salary Range: $45,000-$55,000

PeopleOne Health Member Success Specialist Duties And Responsibilities

• Performs proactive outreach through telephone and email messages to members
• Communicates the benefits of our model to new members via telephone, email, portal, or text
• Responsible for receiving, responding to, and directing member phone calls or written questions
• Assists with appointment scheduling both with P1H providers and expanded care team
• Provides available information upon request and researches or escalates issues as appropriate
• Establishes and maintains positive member relations through clear communication and follow-up
• Receives member complaints, issues, and concerns and directs appropriately for further investigation. Responds back to members in a timely manner
• Keeps an accurate record and detailed documentation of member issues, questions, and needs in order to provide feedback for further analysis and improvement of the member experience
• Proactively takes steps to enhance member experience
• Log support calls and emails for tracking and training
• In order to provide the best support across the technology platform, be proficient in all aspects of the PeopleOne Health technology platform from wellness, client services, member support and technology knowledge base
• Uses training, experience, judgment, and discernment to assist PeopleOne Health Members, patients, and PeopleOne Health employees in using our software and other services
• Accountable for response time to solution, positive scores on interactions and illustrating the culture of the organization
  
  
  

Education & Experience

PeopleOne Health Member Success Specialist Qualifications

• 2-3+ years of customer service experience in a medical setting or with a healthcare company
  
  
  

Skills & Competencies

• Excellent verbal and written communication skills.
• Excellent interpersonal, active listening and customer service skills.
• Ability to demonstrate empathy and compassion when interacting with members.
• Ability to work well under pressure and stay calm/focused in emergency situations.
• Ability to make decisions quickly and appropriately.
• Be a highly self-motivated and results-driven individual.
• Excellent organizational and prioritization skills.
• Proficient with computers and technology.
• Demonstrate professionalism, respect, and tact at all times.
• Displays enthusiasm and a positive attitude toward coworkers and all members of the organization.
• Ability to work with diverse groups of people of varying ages, ethnicities, life experiences, etc.
• Comfortable working independently as well as part of the team.
• Dependable, displays flexibility, and shows initiative.
• Understands and adheres to client confidentiality.
  
  
  

Special Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
• While performing the duties of this position, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• This position will be a hybrid position. The member success specialist will be required to travel to various PeopleOne Health offices from time to time.