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Member Services Advisor (Part-time/Weekends)

Sollis Health

Member Services Advisor (Part-time/Weekends)

Los Angeles, CA
Part Time
Paid
  • Responsibilities

    Job Description

    YOUR RESPONSIBILITIES:

    In the role of a  Member Services Advisor you will be a pivotal contributor to our Member Services Team, reporting directly to our Director of Member Services. You will work as part of a team in a fast-paced environment to add a human touch to our healthcare services, and you will be  responsible for enhancing member-business interaction and experience. This position operates as a nexus between our membership and our medical teams, directing requests and communication across parties appropriately and in a timely manner. The ideal candidate is emotionally intelligent and a natural advocate, preferably with knowledge of and past experience working with medical teams and/or patient services. Specifically, your duties will include:

    • Maintain Sollis Health's member/ consumer interface strategy.
    • Work cross-functionally with marketing, sales, and medical to design an exceptional customer experience with real time feedback, proactive communication, speedy resolution to issues, and orchestration across stakeholders.
    • Work with the member services team to spearhead the membership renewal process.
    • Execute the member-retention program, and subsequent communications strategy with the commercial team.
    • Hold retrospectives and solicit customer feedback to continually optimize our processes and products.
    • Develop and iterate on an all-team manual for customer engagement.
    • Oversee member billing and accounts (i.e. sending folios, fielding disputes, billing, receipts, refund requests) as well as walkout retrievals.
    • Understand and utilize appropriate documentation and escalation paths established within the operations team.
    • Maintain accurate records and document all customer success activities and discussions.

    EXPERIENCE We believe extraordinary people come from a variety of backgrounds, but ideally, we would expect that you have:

    • Bachelor's Degree (preferred)
    • A minimum of 3-5 years proven experience in account management or customer success role, preferably in healthcare or a membership organization.
    • Good understanding of management practices and techniques.
    • Proficiency in Microsoft Office and customer service software.
    • Nice to haves: Medical experience (nurse, social worker) Salesforce

     

    SKILLS 

    To be successful in this role, candidates will demonstrate the following:

    • Outstanding verbal and written communication skills.
    • Excellent leadership and interpersonal skills.
    • A passion for workflow and operations
    • Comfortable working remote 
    • Comfortable managing crisis and panic

    ABOUT SOLLIS HEALTH

    Sollis Health is a members-only medical concierge delivering expert, on-demand treatment in a serene and private environment. Available 24/7, with zero wait time, our service is designed to handle emergencies, everyday care and everything in between. Our state-of-the-art centers are equipped with advanced imaging equipment and an in-house lab, enabling us to expedite your diagnosis and care. The Sollis experience also includes our house call program, patient coordination and advocacy provided by our care navigation team, corporate/event testing, and more. 

     

    We service New York, New Jersey, Connecticut, the Hamptons, Los Angeles, South Florida and provide around-the-clock telemedicine all over the world.