Member Support Experience Agent - Fully Remote (Bilingual)

Who we are:

Nonstop Administration and Insurance Services, Inc. is a fast-growing health insurance organization with a firm belief that everyone should have access to high-quality, affordable healthcare. To achieve this goal, we offer an employer-sponsored group health insurance solution called Nonstop Health ®

What Nonstop is Looking For:

The Member Support Experience Agent- Bilingual position provides first-class and memorable customer service while responding to medical benefit phone inquiries and emails from Nonstop Health members.

At Nonstop, our Member Support Experience Agent is one of our member's first points of contact and is central to Nonstop’s service delivery. Member Support Experience Agents are strong interpersonal communicators who provide accurate and detailed medical benefit information related to the Nonstop Health program.

Our ideal candidate has strong medical benefits, claims, and billing experience. Nonstop Member Support team members are committed to providing exceptional and personalized customer service as they patiently troubleshoot varied member issues. In addition, this candidate will be familiar with working in a Mac environment, using the Google Suite of products (or equivalents), as well as being detail-oriented and have the ability to expertly resolve member issues using available resources and knowledge.

Primary Responsibilities:

• Respond to Nonstop member, broker partner, and client inquiries via phone and Nonstop’s proprietary email ticketing system
• Demonstrate strong customer service while helping members navigate their medical benefit offerings through Nonstop
• Guide members through insurance forms such as Summary of Benefits and Coverage (SBC’s) and Explanation of Benefits (EOB’s)
• From time to time, work with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues
• Quickly become an expert at Nonstop programs, including, but not limited to, Nonstop’s core products as well as various additional benefits such as the Durable Medical Equipment program, AltCare Plus, Infertility, and Nonstop’s Claims process.
• De-escalate situations involving dissatisfied members by offering patient, empathetic, and skilled support.
• Maintain customer satisfaction at the core of every decision and task
• Build relationships and engage members by going the extra mile on every call
• Adhere to Nonstop guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
• Commit to ongoing professional development
• Report on member and client trends and feedback on professional development so as to become expertly versed in medical benefits, Nonstop processes, and programs.

Requirements

Required Skills, Experience, and Education:

• Must be Bilingual
• Ability to adapt to rapidly changing requirements with a positive and confident attitude
• Critical thinker with intuitive and creative problem-solving abilities
• Must be able to learn CRM systems
• Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
• Must be an expert in customer service and an organized self-starter
• Ability to confidently request assistance and take direction as needed
• Willingness to work a flexible schedule (if requested)
• Must have a dedicated workspace free from distractions
• Ability to communicate with staff, management, and clients effectively and professionally
• Possesses a customer-first, eager-to-solve-the-issue approach
• Ability to continually demonstrate strong writing skills
• Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
• Must have reliable high-speed internet for this role.
• Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
• Familiarity with medical insurance and medical benefits
• Experience working on multiple platforms and successfully navigating numerous sources of information
• 3 years of experience in a customer-facing support role

Perks and Compensation:

• Full-time / Non-exempt / Hourly Position
• Hourly Rate $28.85 hr
• Internet Allowance
• Fully Remote Position (Virtual / Work From Home)
• Monday - Friday schedule with No Weekends!!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
• Voluntary Benefits offered for employees and dependents

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer per day
• Repetitive use of fingers, hands, elbows, and arms, including typing, reaching, grasping, and writing
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
• Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone.
• Visual ability is sufficient to read and produce printed material and information displayed on a computer screen.

Nonstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.