Member Services Specialist - TEXAS Residents Only - Hybrid

Job Description

Job Description

We are only accepting Texas residents at this time : Please do not apply if you do not live in Texas. Thank you!

Who we are :

We are a legal access employee benefits company that makes the needs of members a priority and strives to offer them the best product and service in a personal, but professional, manner.

At LegalEASE, we consider our culture to be among our most important resources. Over the decades our team members have built our culture into what it is today an environment for our team members to be creative and grow, have fun and be successful, and help our customers to the best of their abilities. Today, this culture is the core at our decision making and strategy.

Join our Team :

We create a customer focused work environment by providing Team Members with the same level of service, respect, and dignity that we provide to our members. Our deeply instilled culture is personified by our Team Members who ensure that we have helped each and every member to the best of our abilities, and to become a company that is easy to work with. If you want to be a part of this cohesive team with opportunities to build a successful career, LegalEASE is the right place for you.

Job Purpose :

We are looking for a detail oriented, efficient individual who can derive a sense of pride and fulfilment in work well done. This role is a customer service position with the purpose of working with members to successfully obtain all pertinent information to be able to have them matched with the appropriate legal representation. This role works in a call center environment handling inbound and outbound calls from and to members and providers. This role works in a team environment and is expected to consistently maintain metrics / KPIs as defined by management.

What you will do :

• Follow the vision, goals, and direction of the department.
• Answer incoming emails in a timely manner as defined by the Service Level Agreements
• Quickly determine the callers needs and proceed to handle the intake of information and assist the caller
• Confirm eligibility when necessary and verify plan benefits
• Complete a thorough and accurate case profile during intake
• Ensure that the member has a clear and correct understanding of benefits and process before ending the initial call
• Attempt to create comfort zones with each member
• Work with the team to proactively solve issues
• Communicate effectively and in a timely fashion with customers, teammates, and management Notate all applicable information into each case within the CMS
• Complete a Daily Status Updates when referrals are not ready the same day or the next day, so that the information can be communicated to the member
• Provide Referral information to the member within 30 minutes of completion
• Use every available contact method to provide the referral to the member
• Follow up within one (1) day to confirm that the member received the referral information and was able to reach the attorney unless a success warm transfer call was completed during referral
• Follow up with the members until it can be confirmed that the member has had a consultation using the Follow-up Guidelines when you are unable to reach the member
• Ensure that the member was satisfied with the consultation and determine whether the member will use the Providers services, would prefer another Provider, or has received all necessary services
• Continue following up with the member until the Providers are completed to ensure satisfaction, at each and every touch point, proactively and after
• Report all issues, concerns, complaints and potential problems with Members or Providers using the Escalations Procedures
• Respond to all phone messages and emails within two (2) business hours
• Report daily activity, using the standard Daily Report format
• All other duties as assigned.
• Perform other duties as assigned.

You will do it using your :

Basic Qualifications :

Our Offering :

Work Authorization / Security Clearance :

AAP / EEO Statement :

Legal Access Plans is an equal opportunity employer.

Flexible work from home options available.