Operations Specialist - Member Support Services

At Groups, the Operations Specialist - Member Support Services is at the center of a team of professionals who deliver high quality and rapid response to all members when their unique needs fall outside of their home care team needs. The Operations Specialist - Member Support Services is involved in various aspects of this solution-focused team. In this position, you are responsible for understanding the member’s reason for calling and determining appropriate next steps to provide our members with the timely support they need to continue in their treatment journey with Groups.

• Provide exceptional customer service and help members troubleshoot issues that affect their treatment
• Manage the Member Support Services Zoom Call Center and other required systems by identifying and providing members with timely responses to their questions, including questions about the urine drug screen process, program concerns, pharmacy issues and personal program-related needs
• Must stay up to date with all relative organizational changes and changes with the team policies and procedures
• Manage scheduled medical provider appointments and member follow up

• Promptly and accurately update all prescription, pharmacy, demographic, and other relevant information into Electronic Medical Record (EMR). Ensure all communication with our pharmacy, state, and community partners is professional, polite, clear and concise at all times 

• Support and oversee operations for RX Assistance Groups and their providers as needed including all prescription needs
• Meet with supervisor on a regular basis to assist in identifying and correcting problem areas and improving services
• Collaborate with Senior Leadership on projects that help improve member’s experience with Groups (includes executing pilot projects and the implementation of additional functions added to the Member Support Services at any given time)
• Comply with company policies and procedure and local, state, and federal regulations

Knowledge, Skills and Abilities

• Compassion: you have empathy for those trying to navigate a difficult health situation and are dedicated to helping improve their experience through your stewardship
• Ability to multitask and prioritize with minimal supervision 
• Organization: you feel confident handling a high volume of incoming calls efficiently while thoroughly addressing each one as if it were the most important caller of the day 
• Must be tech savvy and have the ability to maneuver between multiple systems, applications and tools 
• Excellent verbal and written communication skills with the ability to speak clearly and effectively on the phone with a warm and friendly tone   
• Ability to respond positively to changing situations in the work setting
• Ability to quickly and independently identify problems, as well as suggest and implement solutions, in a dynamic environment 
• Ability to work cooperatively with people at all levels with respect and professionalism, as well as an independent contributor
• Strong attention to detail 
• Ability to manage confidential and highly sensitive information
• Effective time management skills

Qualifications & Requirements

• Associates degree or an equivalent combination of education and experience required; Bachelor’s degree (completed or in-progress) preferred
• Spanish-Speaking highly preferred.
• Minimum 2 years of experience in an administrative role
• Experience working in a virtual environment (remotely) and using related technologies
• Healthcare, insurance eligibility, retail or hospitality experience preferred
• Fluency with Excel/spreadsheets and Google Apps (Gmail and Google Docs)
• Experience with working in and maintaining an Electronic Medical Record (EMR)
• Access to reliable internet and telephone services, specifically 40M download and 10M upload package or higher as well as a strong WiFi signal 
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening  Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, CPR/Basic First Aid and license/credential verifications
• Certified Pharmacy Tech a plus