Experienced Member Support Experience Agent - Delivering Exceptional Customer Service in a Fast-Growing Health Insurance Organization

Join Our Dynamic Team at Nonstop Administration and Insurance Services, Inc. Nonstop Administration and Insurance Services, Inc. is a rapidly growing health insurance organization dedicated to making high-quality, affordable healthcare accessible to everyone. We're seeking an experienced Member Support Experience Agent to join our team in a fully remote capacity. As a key member of our Member Support team, you will be the primary point of contact for our members, providing first-class customer service and support via phone and email. About Us At Nonstop, we're passionate about delivering exceptional customer experiences and making a positive impact on the lives of our members. Our employer-sponsored group health insurance solution, Nonstop Health, is designed to provide comprehensive coverage and support to individuals and families. We're committed to fostering a culture of innovation, teamwork, and continuous learning, and we're looking for talented individuals to join our team. Key Responsibilities Respond to member, broker partner, and client inquiries via phone and our proprietary email ticketing system, providing clear, accurate, and detailed information about our programs and services. Guide members through insurance forms, such as Summary of Benefits and Coverage (SBCs) and Explanation of Benefits (EOBs), to ensure they understand their coverage and benefits. Troubleshoot member issues with patience and professionalism, leveraging available resources and knowledge of our programs to resolve concerns efficiently. Collaborate with medical carriers, pharmacies, and service provider billing and claims departments to resolve member issues and improve overall experience. Develop expertise in our programs, including core products and additional benefits, such as Durable Medical Equipment, AltCare Plus, Infertility, and Claims process. De-escalate situations involving dissatisfied members by offering patient, empathetic, and skilled support, ensuring a positive and memorable experience. Maintain customer satisfaction at the core of every decision and task, building relationships and engaging members by going the extra mile on every call. Adhere to Nonstop guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements. Commit to ongoing professional development, staying up-to-date on industry trends and best practices to improve knowledge and skills. Report on member and client trends and feedback, providing insights to improve our programs and services. Requirements and Qualifications Essential Qualifications 3+ years of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry. 1+ year of experience working in a remote environment, with a proven track record of success. Ability to adapt to rapidly changing requirements with a positive and confident attitude. Critical thinking and problem-solving skills, with the ability to learn CRM systems and navigate multiple platforms. Excellent organizational skills, with the ability to multi-task and pay close attention to detail. Expertise in customer service, with a customer-first approach and a willingness to solve issues efficiently. Ability to communicate effectively and professionally with staff, management, and clients. Proficiency in Google Suite products (Sheets, Docs, etc.) or equivalents. Familiarity with medical insurance and medical benefits. Preferred Qualifications Experience working in a fast-paced call center environment with a high volume of customer inquiries. Knowledge of health insurance industry trends and best practices. Experience with medical billing and claims processing. Certifications in customer service or a related field. What We Offer As a full-time Member Support Experience Agent at Nonstop, you'll enjoy a comprehensive benefits package, including: Competitive hourly rate of $28.85. Internet reimbursement to support your remote work setup. Fully remote position, allowing you to work from the comfort of your own home. Monday to Friday schedule with no weekends. 401(k) plan participation with employer-matched contributions. Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period. Voluntary benefits offered for employees and dependents. Career Growth and Development At Nonstop, we're committed to helping our team members grow and develop in their careers. As a Member Support Experience Agent, you'll have opportunities to: Develop expertise in our programs and services, becoming a trusted resource for members and internal stakeholders. Improve your customer service skills, learning new techniques and strategies to deliver exceptional experiences. Collaborate with cross-functional teams to drive business outcomes and improve overall member satisfaction. Participate in ongoing training and development programs to stay up-to-date on industry trends and best practices. Our Culture and Work Environment At Nonstop, we pride ourselves on our dynamic and supportive team culture. As a remote team member, you'll be part of a collaborative and inclusive community that values innovation, creativity, and continuous learning. We're committed to fostering a work environment that is engaging, motivating, and rewarding. Why Join Us? If you're passionate about delivering exceptional customer service and making a positive impact on the lives of others, we want to hear from you. As a Member Support Experience Agent at Nonstop, you'll be part of a fast-growing and dynamic organization that is shaping the future of health insurance. Apply now to join our team and start your journey to a rewarding and challenging career. Nonstop Administration and Insurance Services, Inc. is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds. Apply for this job