Member Associate

Job Description

Job Summary

The Member Associate is a customer service and call center position responsible for supporting members with home healthcare services, benefits inquiries, and care coordination. This individual serves as a liaison between members, healthcare providers, Case Managers, Disease Managers, and nursing staff. The role involves handling inbound calls, maintaining accurate documentation, coordinating member services, and providing administrative support to the clinical team.

Key Responsibilities

• Handle approximately 30–40 inbound calls daily from members regarding home healthcare services and benefits.

• Respond to member inquiries professionally, courteously, and efficiently.

• Work closely with Case Managers, Disease Managers, and Nurses to support member care coordination.

• Assist with arranging necessary healthcare services for members.

• Communicate with healthcare providers to obtain information and facilitate member services.

• Maintain accurate member records, documentation, and case-related information.

• Provide administrative assistance to clinical staff to help optimize nursing workloads.

• Collaborate with internal departments and care team members to ensure effective communication and timely resolution of member needs.

• Perform computer-based administrative tasks throughout the workday.

Minimum Education & Experience

• Minimum of 2 years of experience in a call center, medical office, customer service, or related environment.

• Experience handling inbound customer service calls.

• Strong computer proficiency, including Microsoft Outlook, Excel, and Word.

Preferred Qualifications

• Previous experience in a healthcare or medical office environment.

• Familiarity with medical terminology.

Special Requirements

None specified.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills.

• Strong customer service skills with a professional, polite, and patient-focused approach.

• Comfortable handling a high volume of inbound telephone calls.

• Strong computer skills, with approximately 95% of daily responsibilities performed electronically.

• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.

• Ability to maintain accurate documentation and organize member information.

• Strong interpersonal skills and ability to work collaboratively with clinical and administrative teams.

• Ability to manage multiple responsibilities in a fast-paced customer service environment.

Work Environment

Call center/customer service environment with extensive computer use and frequent telephone communication. The position is fully remote.

Other Duties

Additional duties may be assigned based on business needs.