Member Services Advisor

Member Services Advisor

About Telostaff:

We help companies and people be the best version of themselves.

Telostaff is a premier staffing agency specializing in connecting small and emerging U.S.-based businesses with talented, fully-remote professionals from the Philippines. Our mission is to foster growth and innovation by providing dynamic companies with the support they need to thrive. Unlike traditional BPO giants, we partner with agile, newer enterprises that offer a vibrant, collaborative, and fun work environment, free from rigid corporate structures. If you are looking to join a forward-thinking organization that values creativity and teamwork, consider applying today

Job Summary:

We are seeking a dedicated and empathetic Member Services Advisor to support members, companies, and affiliate partners in navigating their health care. In this role, you will respond to inquiries via phone, chat, and email, helping members resolve concerns with professionalism, care, and efficiency. The ideal candidate excels in handling sensitive situations, multitasking, and consistently meeting performance metrics. Join a mission-driven team that values compassion, responsiveness, and excellence in customer service.

Duties and Responsibilities:

• Respond to and manage incoming member queries via email, chat, and phone using all available resources.
• Process membership changes, cancellations, and payment requests accurately and promptly.
• Troubleshoot and resolve member issues effectively.
• Report and recommend process improvements based on member feedback and experience.
• Educate and guide members on navigating health care through their MCS membership, including submitting a Need and leveraging paired products.
• Record all member interactions in CRM systems to ensure accurate tracking and timely follow-ups.
• Maintain and update member records; promptly correct any discrepancies or errors.
• Stay up to date with all aspects of membership through ongoing training and cross-department collaboration.
• Collaborate with other departments to resolve membership-related issues and manage deadlines.
• Ensure strict adherence to HIPAA regulations in all communications involving member health information.
• Contribute to special projects as assigned by the Member Services Manager.

Required Skills and Abilities:

• Excellent verbal, written, and interpersonal communication skills.
• Background in account management or case management.
• Self-motivated and capable of working independently.
• Strong listening, analytical, and problem-solving abilities.
• Effective time management and multitasking in a fast-paced environment.
• Adaptability to change and ability to adjust priorities as needed.
• Proficiency in Google Workspace (intermediate Docs, basic Sheets).
• Empathetic and caring approach to customer interactions.
• Coachable and receptive to constructive feedback.
• Skilled in de-escalating sensitive or challenging conversations.
• Availability to work US hours (Monday to Friday, 8am–4pm, 9am–5pm, or 10am–6pm CST).

Preferred Qualifications:

• Bachelor's degree or equivalent experience.
• 1–2 years of experience in healthcare, insurance, or related fields.
• Experience in call center or customer service environments.
• Familiarity with CRM systems, particularly Salesforce and Salesforce ticketing.
• Bilingual proficiency in English and Spanish is a strong advantage.

Telostaff Core Values and Benefits:

Together we…

• Focus On People: We consistently demonstrate care, love, dignity, and respect in all interactions, fostering deep connections and understanding.
• Embrace a Growth Mindset: We nurture curiosity, foster self-improvement, and approach challenges with a problem-solving and solution-oriented attitude, unlocking endless possibilities for personal and professional development.
• Pursue Excellence: We deliver exceptional customer service, maintain an unwavering commitment to quality, and continuously innovate to exceed expectations and set new standards of achievement.
• Operate Proactively: We take responsibility for actions, ensure tasks are completed efficiently, foster clear communication, and embrace gratitude as a guiding principle, embodying a culture of accountability and appreciation.

Benefits:

• Work remotely
• Internet Stipend
• Company IT equipment (laptop, monitor, etc.)
• 12 PTO Days + 12 Holidays annually
• 13th month pay
• Scheduled salary adjustment after six months, 1 year, and each year after

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Opportunities for promotion
• Pay raise
• Work from home

Education:

• Bachelor's (Required)

Experience:

• HIPAA or data privacy: 1 year (Required)
• healthcare: 2 years (Required)

Language:

• English (Required)

Work Location: Remote