Job Description

As a Member Services Specialist, you will deliver member management, electronic billing, and recovery services on behalf of our software customers. You will serve as an extension of our software customers’ Accounts Receivable and Member Management functions. In this role, you are responsible for executing Revenue Recovery services through Daxko software systems and through direct interaction with members. Your responsibilities may include managing member billing data, applying applicable return fees, managing membership holds, freezes, terminations, addressing unresolved billing issues, and member outreach activities.

The schedule for this role will be Monday- Friday 8 am-5 pm CT. This will be a hybrid position.

In your day-to-day, you will:

• Interact with members via email, inbound, and outbound phone calls
• Manage a large quantity of inbound and outbound calls
• Respond promptly, accurately, and respectfully to member inquiries
• De-escalate situations involving dissatisfied members and offer patient assistance and support
• Review member accounts, investigate and diagnose member billing issues
• Maintain accuracy of member financial records
• Leverage Daxko software to successfully bill / reconcile member billing matters
• Leverage Daxko software to generate monthly reports as needed
• Follow all organizational compliance policies and standard operating procedures
• Consistently meet weekly, monthly, and quarterly key performance indicators.
• Participate in and/or lead team trainings to grow product and service expertise
• Effectively collaborate with staff at all levels in the organization

Qualifications

Required Education and Experience:

• Strong interpersonal and communication skills including active listening
• Exceptional customer service skills including patience and empathy
• Critical thinking and problem-solving skills
• Strong computer and multi-tasking skills
• Ability to work independently, manage time effectively, and take initiative
• Ability to work effectively in a fast-paced, high-volume call center environment
• Strong attention to detail
• Six (6) months of Customer Service or equivalent experience
• Proficiency using PC
• Experience using a CRM software, such as Salesforce

Preferred Education and Experience:

• Bachelor’s degree
• One (1) or more years of Customer Service experience preferred
• Ability to speak a second language in addition to English
• Demonstrated ability to handle escalated customer issues effectively

Additional Information

#LI-Hybrid

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

We truly care for our team members, and this is reflected through our offices, and benefits, and great perks. These perks are only for our full-time team members. Some of our favorites include:

Flexible paid time off
⚕️ Affordable health, dental, and vision insurance options
Monthly fitness reimbursement
401(k) matching
New-Parent Paid Leave
Casual work environments
Remote work

All your information will be kept confidential according to EEO guidelines.