Member Services Representative (chicago, Willis Tower)

Membership Services Representative

The Membership Services Representative acts as a knowledgeable advocate for ODAH Clients and Beneficiaries by providing timely and accurate support related to benefits, enrollment, plan logistics, and regulatory compliance. This role is pivotal in delivering an exceptional member experience, ensuring members are well-informed and their inquiries are resolved efficiently. This Representative serves as a key liaison between members, insurance carriers, and sales teams, both pre and post-enrollment. The overarching goal is that internal and external customers are made to feel heard, valued, and appreciated in all interactions.

Essential Duties and Responsibilities:

• Handle a high-volume of calls and respond promptly to voicemails and inquiries with professionalism and empathy.
• Assist members with enrollment, plan information, plan activation, terminations, and follow-up communications, ensuring compliance with CMS regulations.
• Maintain accurate, real-time records of member interactions, inquiries, and resolutions.
• Provide detailed plan information to ensure the selected plan aligns with customer's expectations and needs.
• Collaborate with internal teams, insurance carriers, and sales representatives to resolve complex issues and enhance Beneficiary/Client satisfaction.
• Proactively follow up with inquiries.
• Identify opportunities for process improvement to increase sales/employee retention and optimize workflow efficiency.
• Utilize Microsoft Office Suite and other industry platforms to support daily operations.
• Ensure strict adherence to Medicare compliance rules and organizational policies in all communications and documentation.
• Perform additional duties as assigned by Management.

Qualifications, Skills and Requirements:

• Creative, empathetic, and analytical problem-solving skills to address complex customer needs.
• Persistent drive to achieve results with a service-oriented mindset characterized by kindness, compassion, logical thinking, and rational decision-making.
• Excellent organizational skills, including prioritization, logical thinking, and the ability to manage multiple projects simultaneously.
• Exceptional communication skills in verbal, written, and email formats, with an emphasis on clarity, accuracy, and responsiveness.
• Confident phone and interpersonal skills, fostering timely, honest, and professional interactions with both colleagues and customers.
• Proficiency with Microsoft Office Suite (including, but not limited to Outlook, Word, Excel) required; ability to learn and adapt to systems such as Salesforce, Copilot, and carrier portals.
• Team-oriented collaborator with experience working across departments and organizational levels; encouraging cooperation, respecting leadership structures, and supporting collective success.
• Solution-focused contributor who promotes continuous improvement through constructive, blameless problem-solving.
• Understanding of CMS compliance regulations, with the ability to apply standards effectively in all interactions.
• Completion of OneDigital Advanced Health Sales Agent training and all mandatory certifications (prior to assignment or within 8 weeks of employment)

Education, Training and Experience:

• High school diploma or equivalent required; bachelor's degree preferred.
• Ongoing professional development and a commitment to building industry expertise are encouraged and supported.

Other:

• This role is onsite Monday-Friday from 8am-7pm CST.

The typical base pay range for this role nationwide is $21 per hour. Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company's performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts. To learn more, visit www.onedigital.com/careers.

OneDigital is an equal opportunity employer. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their protected characteristics. Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry laws in several states.

In short, we believe in hiring the most qualified applicant for the position, regardless of background. If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

Thank you for your interest in joining the OneDigital team!