Member Service Specialist

The Opportunity

Member Service Specialist is the first point of contact for individuals with the Teladoc Health membership. Engagement and empathy with members from the beginning is imperative.

In this role you provide an exceptional member experience through managing the first impression, establishing standards of service and building a relationship during each contact. You will be tasked with using independent knowledge and judgment based upon experience and resources to carry out established policies and procedures associated with assisting the member and ensuring an excellent member experience.

*This particular role will be a remote position, and therefore a dedicated home office and reliable internet service is required.  Exceptional computer and customer service skills are required.* 

Responsibilities

• You are the first line of contact for members and must make each contact exceptional
• Represent Teladoc Health and our services in a professional, member-centric manner
• Provide timely response to members requests
• Gather information to determine member eligibility and appropriate course of action
• Manage the relationship for inbound member calls
• Respond and interact with members during challenging times
• Document within and navigate multiple internal computer systems while providing exceptional quality
• Demonstrate empathy, actively listen, and effectively communicate with members
• Document key information clearly and concisely on customer account and Teladoc Health’s software system regarding information provided, received, or action taken
• Comply with all applicable compliance regulations (i.e., HIPAA), organizational policies and procedures
• Identify opportunities for improved member experience and provide feedback with member service improvement recommendations
• Willing to work outside of scheduled hours when needed
• Perform other duties as directed

Candidate Profile

• Exceptional computer skills required, including ability to multitask and navigate multiple systems seamlessly while on the phone with members
• Ability to exceed customer expectations with a focus on issue resolution and member experience
• Genuine interest in serving and caring for people
• Excellent communication skills with the ability to convey information in a clear, empathetic and articulate manner during monitored telephone conversations
• Focused with a sense of urgency
• Accuracy and attention to detail
• Ability to work independently and as part of a team
• Excels in a fast-paced environment
• Extraordinary customer service and interpersonal skills
• Superior problem solving and organizational skills
• Ability to proficiently navigate multiple systems
• Easily learns new procedures and adapts to changes easily in a rapidly evolving working environment
• Excellent written communication skills
• Must be able to maintain department compliance and performance expectations daily
• Employee must maintain satisfactory excellent performance and attendance
• 3 years of direct customer service experience
• High school degree required, some college preferred
• Healthcare experience a plus
• Virtual/”work from home” experience preferred
• Proficiency with Microsoft Office Suite

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.   

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.   

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.   

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.  

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.   

Growth and Innovation:  We’ve already made healthcare history, yet we                                                                                                        remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy (including breastfeeding – we have a mother’s room in both our offices). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

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