Member Services Representative

The Member Services Representative provides personalized, highquality support to members by answering questions, resolving concerns, and coordinating with internal teams to ensure a positive service experience. This role requires strong communication skills, attention to detail, and the ability to manage tasks efficiently in a fastpaced environment. The ideal candidate demonstrates empathy, professionalism, and a strong commitment to customer satisfaction. Key Responsibilities Provide personalized service to members via phone, email, or in person regarding enrollment, benefits, billing, claims, eligibility, and authorization inquiries. Accurately document all member interactions, inquiries, and complaints in the tracking system and route items appropriately for followup. Consistently meet or exceed departmental productivity, accuracy, and quality standards. Demonstrate a customerfirst mindset with empathy, active listening, and professional communication. Maintain working knowledge of health insurance guidelines, regulations, and internal systems. Use independent judgment and problemsolving skills to resolve issues and interpret procedures. Maintain confidentiality of all member and business information in compliance with company and regulatory standards. Effectively manage time and workload in a highvolume, fastpaced callcenter environment. Minimum Qualifications Education High school diploma or GED required. Some college coursework preferred. Experience At least 1 year of customer service experience, preferably in: A call center environment Administrative support Medicare or health insurance-related roles Skills & Competencies Strong verbal and written communication skills. Knowledge of customer service best practices and phone system operations. Proficiency with Windows systems, basic software applications, and electronic documentation workflows. Ability to maintain a warm, empathetic, serviceoriented demeanor when interacting with members. Skilled in using standard office equipment, keyboarding, WiFi/VPN, and audio tools. Ability to quickly learn and apply health insurance policies, procedures, and regulatory requirements. Strong organizational and time management abilities. Ability to adapt to changing business needs, including remote or hybrid work environments. Commitment to maintaining confidentiality and complying with all regulatory standardsEEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details. Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.