Member Care Representative

Job not on LinkedIn

🕒 June 30

🤠 Texas – Remote

🤠 Texas – Remote

💵 $20 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Mpathic

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🏛️ Government

📡 Telecommunications

B2B • Government • Telecommunications

Mpathic is a contact center company that integrates empathy with technology to assist premium companies and public sector stakeholders in modernizing their customer service operations. With a focus on customer reliability and empathetic communication, Mpathic helps build brand loyalty and credibility through advanced contact center technology. Established in 2020, Mpathic emerged from Virtual Service Operations during the pandemic, offering comprehensive Contact Center as a Service (CCaaS) solutions, including omnichannel stand-alone contact centers and customer support staff augmentation. The company employs a U. S. -based workforce across 42 states, known for achieving high First Call Resolution rates and a strong commitment to client values and principles.

📋 Description

• Uphold and integrate the customer’s Catholic and Christian identity to foster the teachings of the Church in all aspects of job performance. • Strictly adhere to HIPAA guidelines, conducting rigorous identity verification before disclosing any protected health information. • Verify member eligibility and gather necessary information to assist with member inquiry. • Efficiently authenticate and respond to provider request regarding patient policy status, effective dates of coverage, benefits, claim status, and other inquiries. • Inform members and providers on services requiring prior authorization and track the status of pending requests. • Maintaining detailed, audit-ready logs of every call, chat, and email interaction, including clear notes on the specific resolution or next steps promised. • Assist with producer support by performing regular DOI portal audits and checking Sircon credentials to verify active licensing status. • Perform other duties as assigned.

🎯 Requirements

• Strong verbal and written communication skills. • General understanding of health insurance terminology • A habit of empathy, placing the needs of prospective members above other considerations. • Knowledge of or experience with Individual Health insurance in the state of TX a plus. • Working knowledge of Catholic Church teachings on the sanctity of life. • Spanish Language Proficiency is preferred. • Customer Service experience preferred, though not required. • High School Diploma or equivalent required, college degree preferred. • Strong interpersonal skills, ability to work on a close-knit team and autonomously. • Professional, courteous, and generous work attitude with a desire and ability to learn. • Ability to identify solutions based on established processes and procedures. • Meticulous habits in logging sales interactions via established business processes and tools. • Effectively drive and manage progress through sales development stages to secure increased membership for our customer. • Experience working with Office365 applications. • Experience working with CRMs and Contact Center platforms preferred. • Reliable non-Chromebook computer (Windows 11 or macOS 12+) • Second monitor is preferred. • 8 GB RAM minimum (16 GB preferred); SSD recommended • High-speed internet (25 Mbps download / 5 Mbps upload or better) • Ability to support video conferencing (webcam, USB wired headset with mic) • Comfortable installing required software, updates, and security tools (VPN, MFA, endpoint protection) • Secure, private workspace suitable for professional calls during business hours. • Must clear all required background checks. • Must be able to provide proof of eligibility to legally work in the United States.

🏖️ Benefits

• Structured training and real coaching - not “figure it out on your own” • Clear path to advancement for high performers • A team culture that values effort, integrity, and growth • Meaningful work supporting organizations that impact real people. • Discretionary performance bonuses