The Membership Services Coordinator performs customer service functions to external and internal customers via phone and electronic means, including, but not limited to, email and Microsoft Teams application, in addition to administrative and technical support to Membership Services Account Managers, Director, and Vice President.
Essential Duties and Responsibilities
• Provide technical assistance to account managers, service MPT members, their entities, and management teams, and to Cooperative of American Physicians Insurance Company, Inc. (CAPIC) brokers. • Maximize availability to take calls from Members and answer questions within the level of knowledgebase and authority. • Provide customer service support to members, their support staff, or management teams, explore and discuss tailored solutions, and verify understanding and satisfaction. • Timely respond to billing, assessment, and other financial inquiries. • Timely triage risk management and patient safety hotline calls per appropriate guidelines; follow prepared scripts to respond to requests for information, documents, and questions; enter information into CAPs designated Client Relationship Management (CRM) system. • Timely triage claims reporting in accordance with approved procedures. • Timely review and evaluate Coverage Update Forms (CUF) with emphasis on material changes reported by members. • Handle overflow calls from other departments. • Provide technical support related to www.CAPphysicians.com (e.g., Members Only, CAP Privileges Online). • Exercise reasonable judgment for the appropriate transfer of phone calls above a predetermined level of authority. • Timely process special applications, status changes, including, but not limited to, termination, retirement, disability, part-time, early cessation, non-private practice, coverage limits change, death. • Timely process Employee and Other Related Physician (ORP) Applications for review and approval by Account Managers. • Timely process and approve Locum Tenens requests within authority level. • Timely update special conditions and/or waivers in the CAPs CRM system. • Timely update member records in the CAPs CRM system in accordance with policies and procedures. • Continuously, monitor OnBase workflow queues and inbox, emails, physical inboxes, Microsoft Teams postings and conversations. • Provide support to VP of Membership Services for projects as needed. • Perform other duties as assigned.
Education and/or Experience
High School diploma or GED College degree preferred Two years customer service experience in the insurance industry, healthcare field, or equivalent combination of education and experience
Other Skills and Abilities
• Excellent communication and organizational skills (oral and written) • Professional phone etiquette • Ability to handle multiple tasks simultaneously • Proficient in Microsoft Word, Excel, Outlook, and Teams • Ability to work both independently and as a team
Salary Range: $46,000/year - $60,000/year
Know anyone interested in this position? Refer them to capphysicians.com/about-us/our-company/careers#mem-serv-coord.