Member Services Team Lead

Who We Are

Because health is personal. Thats why Personify Health created the first and only personalized health platformbringing health plan administration holistic wellbeing solutions and comprehensive care navigation together in one place. We serve employers health plans and health systems with data-driven solutions that reduce costs while actually improving health outcomes. Together our team is on a mission to empower people to lead healthier lives.

Learn even more about the work that drives us at .

What Youll Actually Do

In the role of Member Services Team Leader you will take an essential part of the operational supporting core with Member Services. You will be working closely with Representatives assisting them with operational questions or escalated member inquiries with Client Delivery and Account Management team and you will work in tandem with Supervisors where your partnership will strengthen consistent best practices. You will be managing internal queues and will become a central liaison between Member Services and external departments.

Essential Functions/Responsibilities/Duties

Offer best in class customer service to our members

Work on the Escalation Queue

Take escalation/supervisor calls

Handle complex cases and most escalations from agents

Exercise informed judgment as appropriate to accommodate members

Lead by example and assist with training new team members

Assist supervisor to maintain operational integrity

Adopt new and existing tools that will enhance the member consultation process

Working on several other platforms/programs such as Jira EFT and Admin Portal

Daily communication with the CS team other TLs and other departments (Teams meetings Outlook)/Reporting issues in real-time

Daily/Weekly meetings - internal and with other departments

What You Bring to Our Team

Education and Experience

High school diploma or equivalent required

Some University or Post-secondary Education preferred

Must have at least one year customer service experience in a call center environment.

Familiar with cloud-based contact center software desirable

Excellent written and verbal communication skills

Strong personal computer usage and Internet proficiency skills

Ability to type 30 wpm minimum with accuracy

Required Knowledge Skills and Abilities

Flexible with scheduling as business needs dictate

Service Passion Integrity and Resourcefulness

Eagerness to learn and a drive for continuous improvement

Excellent consultative and written communication skills

Ability to be professional and empathetic in all interactions

Excellent knowledge of VP program and Member Services tools

Benefits

The Highlights:

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes we use what we build)
• Paid Time Offrest and recharge time is non-negotiable
• Mental health support retirement planning and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on peoples health

Want the full pictureVisit explore our complete benefits package wellness programs and other employee perks.

Compensation: This position offers a base salary range of $22-$24 per hour depending on location skills and experience. Youre eligible for our full benefits package starting day one.

Our Commitment:Personify Health is an equal opportunity employer committed to diversity equity inclusion and belonging. We cultivate a work environment where differences are celebrated and employees of all backgrounds are empowered to thrivebecause diversity is core to who we are and critical to our work in health and wellbeing.

Stay Safe:Personify Health will never ask for payment or sensitive personal information like social security numbers during hiring. All official communication comes from verified company email addresses and or our secure applicant tracking system. Suspicious requests Report them to. View all legitimate openings at Experience:

Manager