Medicaid Member Experience Representative (Customer Service Representative) I

Network Health's success is rooted in its mission to build healthy and strong Wisconsin communities. This mission guides every decision we make, including the people we choose to join our growing team.

The Medicaid Member Experience Representative (Customer Service Rep) I will support their assigned line of business by addressing benefit interpretations, claims, authorizations, and other member inquiries in a collaborative and innovative environment. This role involves assisting members with their healthcare questions through phone calls and emails, as well as supporting providers with inquiries about Network Health plans.

Our Member Experience Representatives embody our commitment to "Service Excellence" by guiding members through their healthcare needs. They help members understand their benefits, resolve claim concerns, locate providers, and serve as a resource for healthcare providers. At Network Health, we strive to deliver a better healthcare experience, ensuring members get the help they need with just one call. We strive to provide amazing service in plain language that our members will understand.

Target start date for this position is July 28, 2025.

Location: Candidates must reside in the state of Wisconsin for consideration. This position is eligible to work at your home office (reliable internet is required), at our office in Brookfield or Menasha, or a combination of both in our hybrid workplace model. Travel to the office in Menasha or Brookfield will be required occasionally for the position, including on first day.

Hours: 1.0 FTE, 40 hours per week, 8am-5pm Monday through Friday. The initial training period is a 6-8 week program with a work schedule of Monday - Friday from 8:00am - 4:30pm. After your training, you can select a Monday - Friday work schedule between 8:00am to 6:00pm and Saturday hours from 8:00am - 2:00pm. Check out our 2024 Community Report to learn a little more about the difference our employees make in the communities we live and work in. As an employee, you will have the opportunity to work hard and have fun while getting paid to volunteer in your local neighborhood. You too, can be part of the team and making a difference. Apply to this position to learn more about our team.

Job Responsibilities

• Support our Network Health members by answering calls and proactively work to resolve our members questions and concerns.
• Strive for first call resolution, working to resolve member issues at the point of contact.
• Use dual monitors while leveraging computer-based resources to find answers to customers questions and help simplify next steps for members.
• You may reach out to internal departments or external resources to help resolve a member concern.
• We provide a continuous learning environment where you can learn and stay current with our plans, computer systems, and insurance trends.
• You will have the ultimate responsibility of protecting the personal health information of our members.
  
  

Requirements

• High school diploma or equivalent
• Strong desire to help others
• Previous experience in the insurance industry is a plus
• Medical terminology background is a plus
• Prior experience with ACA, Medicaid, or similar health plans preferred.
• Excellent communication skills including the ability to clearly explain complicated subjects
• Warm and pleasant demeanor over the phone. We want our members to hear your smile!
• The ability to work in several computer systems and multi-screen set-up and know where to find answers
  
  

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce.