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Job Category:

Call Center, Customer Service, Medical & Health

Pay: TBD


Overview

Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.

POSITION SUMMARY:

Alegeus seeks a PART TIME REMOTE Member Solutions Representative to join our dedicated, passionate team of professionals.  The PART TIME REMOTE Member Solutions Representative will be working remotely anywhere in the U.S. This role will report to one of our Member Solutions Supervisors and be responsible for helping our company succeed by providing support to our Member Solutions leaders and team members.

Candidates must meet the following requirements:

  • Must be available every Monday and Tuesday on an on-call basis for up to 16 hours per week.
  • Must be able to provide reliable broadband internet connection (DSL, cable or fiber  with 25 Mbps or higher) with ability to direct connect to router (wired) if negative call quality is observed when using wireless connection.  Satellite, dial-up or personal hot spots are not allowed.

These will be permanent year-round positions based on call volumes and business needs.

Responsibilities

MISSION:

At Alegeus, we believe that when our clients succeed, we succeed.  For that reason, our Member Solutions Representatives receive the necessary training and support to provide consistent and reliable white-glove service and interactions with each customer interaction.  They are truly our front-line helping us build a world class support origination.

OUTCOMES:

  1. Demonstrates the ability to independently handle challenging customer interactions with tact, professionalism and minimal supervisory support
  2. Excellent troubleshooting, decision making, and problem-solving skills.
  3. Ability to multitask, adjust priorities, meet deadlines, and successfully operate in a fast-paced environment.
  4. Solid interpersonal, verbal, and written communication skills
  5. Achieving and maintaining a quality score of 92% or better
  6. Achieving within the first 90 days an Average handle time (AHT) of 350 Sec or less

ROLE-BASED COMPETENCIES:

The desired candidate should have direct experience with answering all incoming calls, Identify customer questions, complaints, concerns, and overall needs. Maintain professional relationships with customers through ongoing excellent customer service. Follow all communication procedures, policies, and guidelines during every customer interaction.

CULTURE-BASED COMPETENCIES:

At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward).  Overall performance success will also take into account individual delivery on our corporate values:

  • Accountability
  • Empowerment
  • Protect the Family
  • Challenging
  • Fun & Passionate
  • Results Over Activity
  • Collaborative
  • Innovation
  • Value One Another
  • Customer Focused
  • Integrity

RESPONSIBILITIES:

  • Obtains caller information by answering telephone calls; authenticating account holders; verifying information
  •  Researches account and transaction records to resolve caller questions
  •  Demonstrates the ability to independently handle challenging customer interactions with tact, professionalism and minimal supervisory support
  •  Adheres to regulatory oversight policies and procedures about caller interactions (providing correct and appropriate information, entering detailed notes on caller’s record regarding the nature of the call, maintaining and respecting caller privacy)
  • Informs account holders about procedures related to use of services
  • Maintains and improves quality results by adhering to standards and guidelines as well as recommending improved procedures
  • Updates job knowledge by studying new product changes and system functionality; participating in educational opportunities
  • Apply general processing procedures, and specific guidelines to correctly process claims.
  • Review and interpret pending claims to determine the appropriateness of the claim status to take necessary actions within policy provisions.
  • Shift hours vary based on client accounts. Must be flexible to work any shift in the range of hours 8:00am-8:00pm Monday through Friday
  •  All responsibilities for this role will be in service of the Outcomes listed above

Qualifications

EDUCATION/EXPERIENCE:

  • Bachelor’s degree or equivalent education and/or work experience preferred
  • 2+years Customer Service Call Center experience

SKILLS/KNOWLEDGE:

  • Strong organizational, analytical skills, and strong attention to detail.
  • Previous experience in customer service or claims processing in the Consumer Directed Health market a plus, with 1-2 years of broad and deep knowledge of HSA, FSA, HRA, DCA, and other Transit products.
  • Excellent troubleshooting, decision making, and problem-solving skills.
  • Solid interpersonal, verbal, and written communication skills.
  • Ability to work well independently, and as a team member.
  • Proven ability to multitask, adjust priorities, meet deadlines, and successfully operate in a fast-paced environment.
  • Ability to follow through on and successfully execute tasks while adhering to specific quality standards.
  • For current Work From Home status, candidates must be able to provide reliable broadband internet connection (DSL, cable or fiber  with 25 Mbps or higher) with ability to direct connect to router (wired) if negative call quality is observed when using wireless connection.  Satellite, dial-up or personal hot spots are not allowed.
Company – Alegeus

Website – https://www.alegeus.com/