Concierge Member Service Representative

ZING. Enamel Whitening. Toothpaste, but magic.

Concierge Member Service Representative enhancing member experience at Zing Health. Assisting with inquiries, scheduling, and service resolutions for healthcare-related issues in a hybrid remote setting.

Posted 7/3/2026full-timeRemote • Illinois • 🇺🇸 United StatesJuniorMid-Level💰 $23 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service within the health insurance sector, with a strong focus on compliance with CMS guidelines and effective communication with members and providers. Proficient in managing service resolutions, appointment scheduling, and maintaining performance metrics to enhance member satisfaction.

Highest-signal resume keywords

Customer Service ExperienceHealth Insurance KnowledgeMedicare ExperienceCall Center OperationsCMS Guidelines Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryAppointment SchedulingService ResolutionPerformance Metrics ManagementQuality Assurance

Soft Skills

Effective CommunicationProactive Problem SolvingTeam CollaborationCustomer Relationship Management

Tools & Technologies

Zing Health SystemsScheduling ToolsWeb Services

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Member ServicesProvider PartnershipsEnrollment/DisenrollmentClaims ManagementCAHPS

About the role

Key responsibilities & impact

Provide service resolutions within targeted service levels and serve as first line of contact for escalated service issues.
Aim to provide first call resolution for all inbound inquiries.
Interact with members, providers, and other caller types via phone, email, web services, etc. while performing data entry functions for all activity.
Effectively navigate and comprehend all elements of Zing Health systems, and partnering systems, that are applicable to the business.
Provide timely and accurate information to callers, while proactively partnering with team members and other departments, as necessary, to facilitate effective, compliant, and quality resolutions.
Understand CMS guidelines for managing business areas including, but not limited to, membership, provider partnerships, marketing, enrollment/disenrollment, and claims.
Advise callers of their onboarding process, coverage details, benefits, etc.
Identify opportunity trends by acknowledging consistent questions or challenges raised by the team, and proactively escalate to leadership for ongoing internal process improvement.
Provide service improvement recommendations to leadership based on experiences with the members i.e., ways member services can improve the overall Zing experience for the members.
Maintain a comprehensive knowledge of all Zing Health policy and procedures, products and services including departmental processes of Operations, Sales, Network, Quality, Customer Relations, etc.
Assist members with scheduling appointments with primary care physicians, specialists, or value-based providers via scheduling processes and tools.
Coordinate end-to-end appointment execution i.e., scheduling, ride setup, pharmacy and prescription preferences, follow-up appointments, etc.
Ensure in-network providers are available for scheduling by Member Services and add / activate providers who need to be added to any applicable platforms.
Conduct monthly / ongoing outbound call campaigns while adhering to call performance expectations as well as individual member needs including but not limited to, health risk assessment completion, annual wellness visit scheduling, etc.
Handle situational performance expectations aligned with corporate objectives related to CAHPS, member satisfaction, member retention, quality and stars, etc.
Maintain target performance metrics, that may include, but are not limited to, call handling, caller satisfaction, quality, STAR score initiatives, etc. while maintaining an average audit score of 95% on a rolling basis.
Provide ongoing, and proactive feedback to the leadership team when challenges with business execution arise.

Requirements

What you’ll need

High school/ GED
2+ years in customer service, preferably with 1 year within a call center environment
2+ years in health insurance (PREFERRED)
1+ years in Medicare (PREFERRED)

Benefits

Comp & perks

Medical, Dental, and Vision
Employer-Paid Life Insurance
Paid Maternal Leave
Paid Paternal Leave
401(K) match up to 4%
Paid-Time-Off
Employee Assistance Programs
Several supplemental benefits are available, including, but not limited to, Spouse Insurance, Pet Insurance, Critical Illness coverage, ID Protection, etc.