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Member Services Advisor

Sollis Health Los Angeles, CA

  • Posted: 26 days ago
  • Full-Time
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

Comp & Benefits: 

Our people are our greatest asset, so we designed a comprehensive compensation and benefit package that matches. Some of our offerings include: 

  • Competitive salary aligned with your experience
  • Excellent benefits, including healthcare, dental, vision
  • 401K with matching 3%
  • 15 days PTO + 12 federal holidays
  • Free Sollis Health membership for you and your family 
  • Employee stock options
  • Yearly bonus
  • Annual continuing education allocations  
  • Dedicated, motivated team and chance to be part of a highly ambitious medical startup
  • Modern, elegant, and high-end work environment
  • Flexible schedule

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.

Sollis Health

Address

Los Angeles, CA
USA
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