Member Services Representative_OPS

Position Overview

Versant Health, one of the nation’s leading administrators of managed vision care serving millions nationwide, is seeking a Member Services Representative.
In this role, you will be the primary point of contact in our Call Center—responding to calls from members, providers, and other stakeholders,
issuing authorizations, handling claim inquiries, and ensuring accurate and timely information is provided. You will help members enjoy the wonders of sight with excellent service.

Key Responsibilities

• Provide timely and accurate responses to incoming calls from members, providers, and internal teams.
• Issue authorizations and handle inquiries regarding claims and benefits.
• Communicate accurate information about accessibility, claims status, and other service-related matters.
• Process customer claims in accordance with established department policies and procedures.
• Manage voicemail boxes and fulfill requests for I.D. cards, authorizations, and general customer service support.
• Efficiently handle high call volumes while maintaining quality service.
• Complete Provider Relations requests and provide feedback regarding customer service challenges.
• Collaborate with Sales and Provider Relations to exceed customer expectations.
• Maintain a professional and courteous demeanor in all interactions.
• Perform other duties as assigned.

Required Qualifications

• High school graduate or equivalent; Business-related college courses are preferred.
• Minimum two years of experience in customer service or a call center environment.
• Experience in the healthcare or insurance industry is preferred.
• Strong computer and technical skills with proficiency in high-volume data entry.
• Excellent customer service skills with a friendly, courteous, and helpful approach.
• Outstanding verbal and written interpersonal communication skills.
• Ability to de-escalate volatile situations, share information, and educate callers regardless of their level of understanding.
• Strong execution, follow-up, and analytical skills with sound judgment.
• Goal oriented with the ability to meet production standards.
• Team-oriented with the ability to work effectively across functional areas.
• Accurate and efficient data entry skills along with multi-tasking abilities.
• Bilingual skills are helpful.
• Must adhere to HIPAA & Security Requirements, ensuring the protection of confidential customer information at all times.

Benefits & Perks

• Health and Dental Insurance
• Tuition Reimbursement
• 401(k) with company match
• Pet Insurance
• No-cost Vision Insurance for you and your qualified dependents
• Opportunities for career advancement and development
• Compensation: $19 to $21 per hour
• Comprehensive Total Rewards package