Member Services Coordinator

Responsibilities: Manage incoming and outgoing client phone calls in a professional and timely manner. Identify and assess customers' needs to ensure satisfaction and resolve issues effectively. Build sustainable relationships and trust with clients through open, interactive, and empathetic accurate, valid, and complete information using the tools, methods, and resources provided. Handle customer complaints by offering appropriate solutions and alternatives and following up to ensure resolution. Document and maintain detailed records of customer interactions, inquiries, and actions taken. Follow established communication procedures, guidelines, and policies at all times. Maintain strict sensitivity to confidential client information and adhere to privacy requirements. Support members with healthcare benefits, medical, and pharmacy-related questions and concerns. Use de-escalation techniques to manage and resolve customer complaints and challenging interactions. Demonstrate reliable attendance and readiness to begin work at the scheduled start time. Essential Skills Proven track record of customer support or customer service experience, ideally in a call center or member services environment. Strong phone contact handling skills, including clear speaking, professional tone, and efficient call management. Active listening skills and the ability to understand and respond appropriately to customer needs. Customer-oriented mindset with the ability to adapt and respond to different personalities and communication styles. Excellent verbal and written communication skills, with strong presentation abilities when explaining information to clients. Ability to multi-task while managing calls and documentation, prioritize workload, and manage time effectively. High level of sensitivity to confidential matters and commitment to protecting client supporting healthcare benefits, medical, or pharmacy-related inquiries is strongly preferred. Consistent and reliable attendance with the ability to start work at 8:30 a.m.

Additional Skills & Qualifications: Experience in pharmacy or healthcare settings is preferred. Experience with inbound call handling and customer care in a service-oriented environment. Familiarity with data entry and maintaining accurate records of customer interactions. Ability to use de-escalation techniques to manage and resolve customer complaints. Strong organizational skills and attention to detail when documenting client information and following procedures.

Work Environment: This is an onsite, in-office role with a regular 8:30 a.m. start time. Team members work in a structured environment that emphasizes reliable attendance and punctuality. Employees use standard office and call center tools to manage client calls, document interactions, and access healthcare and pharmacy-related information. Reliable, independent transportation to and from the workplace is expected to support consistent on-time arrival. Attire is typical professional office dress suitable for an in-person customer service environment. Job Type & Location This is a Contract to Hire position based out of Mt. Juliet, TN.

Pay and Benefits: The pay range for this position is $20.00 - $24.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disability Health Spending Account (HSA)Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Workplace Type This is a fully onsite position in Mt. Juliet, TN.Application Deadline This position is anticipated to close on Sep 29, 2026.