Member Services - Call Center Representative

Summary: Archimedes is a rapidly growing leader in the specialty drug benefit management space. We are looking for Member Services Representatives to work onsite in our Brentwood, TN office. This position is responsible for delivering excellent service to members utilizing processes and technology within a Call Center. If you are reliable with strong problem-solving and customer service skills, we would love to hear from you.

Essential Duties and Responsibilities (include but are not limited to):

• Ensures all customers receive an excellent level of customer service.
• Handling front-line inbound and outbound member calls, with the ability to quickly gain a deep understanding of Archimedes' services and customer needs.
• Follows established procedures, processes, and standards for production, productivity, quality, and customer-service. Meets performance targets for speed, efficiency, and quality.
• This is an in office position.

Skills, Competencies and Abilities:

• Healthcare Call Center experience - Minimum of 1 year of experience delivering excellent service in a healthcare or pharmaceutical environment (excluding home healthcare).
• Analytical - Can analyze a situation and understand quickly what the implications are to other groups within Archimedes. Uses intuition to make decisions that are best for the business.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments, demonstrates a high sense of urgency when
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar;
• Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation – Sets/achieves challenging goals; Demonstrates persistence, overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives;
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality, is able to lead an environment of high quality high efficiency performers.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals;
• Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Job Type: Full-time

Pay: $20.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Healthcare Customer Service: 1 year (Required)

Work Location: In person