Customer Experience Representative

Customer Experience Representative

The Customer Experience Representative plays a key role in delivering an exceptional service experience for every Lifespark Medical Group member, family, and community partner they engage with. This position is responsible for managing the member registration process, verifying insurance, coordinating communication, and scheduling appointments-all while ensuring accuracy, empathy, and confidentiality. The role serves as the primary point of contact for inquiries and support, fostering strong relationships with both members and senior living partners. By utilizing multiple systems, demonstrating active listening, and coordinating with internal teams, the Customer Experience Representative ensures a seamless, positive experience for our members.

Position: Customer Experience Representative Hourly: $20.00 - $25.00, depending on experience Service Area: Lifespark Corporate Office, St. Louis Park 55416 Schedule: 1.0 FTE, Full-Time / Monday - Friday, 8:00am-5:00pm (hybrid schedule: 3 days in office/2 days remote) Lifespark Benefits Include: Annual Reviews/Raises{Shift differentials if applicable} Paid Time Off - Vacation Time Mileage reimbursement Medical, Dental, Vision benefits for Full Time Hires Short-Term Disability & Long-Term Disability Insurance Life Insurances 401k + Company Match for full-time and part-time employees Referral bonuses Career path to other positions within our growing company!

Position Functions & Responsibilities:

• Track and manage member registrations and insurance verification
• Consent tracking and ensuring full completion
• Answer inbound questions from clients, families, and potential clients about Lifespark Medical Group
• Enter members who wish to opt-out of further calls/mailings, etc into the 'Opt-Out' list.
• Engage in member facing interventions (e.g. member materials, IVR calls/scripts, newsletter articles, in-person conversations, etc.)
• Maintain relationship with partnered Senior Living buildings throughout the registration process
• Responds to customer inquiries within a call center environment
• Engages in active listening with callers and demonstrates empathy
• Serves as a customer advocate by identifying underlying customer needs/wishes and guiding them to appropriate resources
• Utilizes multiple operating systems and tools to meet the established performance goals and objectives of this position.
• Updates customer information in system as needed
• Must maintain a strict standard of confidentiality to ensure our members protected health information (PHI) is secure.
• Oversee and complete mailings, chart management and insurance/eligibility checks
• Committed to a work schedule that may require flexibility to meet the business needs
• Successfully schedules active members for future appointments
• Additional accountabilities not limited to but may include extra correspondence, member portal and email inquiries, and mentoring
• Collaborates with Lifespark team when member requires support, community services or other health related support services
• Other duties as assigned.

Qualifications:

• Associate or Bachelor's degree strongly preferred or other equivalent experience
• Familiar with Salesforce or another comparable CRM strongly preferred
• Preferred two (2) years' experience in enrollment processing or related experience with eligibility and insurance related issues.
• Experience with scheduling coordination and EMR navigation Preferred
• 3 years of relevant customer service or call center experience
• Strong data entry skills
• Effective oral and written communication skills required.
• Well organized, detail oriented, and able to adapt to procedural and other business information updates

Lifespark is a complete senior health company headquartered in St. Louis Park, Minnesota. Since 2004, we've been helping seniors stay healthy, navigate their health care options with confidence, and live fuller, more independent lives as they age. That's where our people come in - from accounting and health technology to front-line nurses, advanced practice professionals, caregivers and everything in between, we are all invested entrepreneurs focused on helping people age magnificently.

Our Lifespark culture has created not only an award-winning workplace - earning Star Tribune Top Workplace 12 times, Minneapolis Business Journal Best Places to Work three times, and Top USA #1 in Healthcare - but a place where you have the room to be creative, make a difference, and have a purposeful, direct impact on how people age. Lifespark's full continuum of services offers a breadth of roles with the support to grow your career. To see the experience we are creating, watch our award-winning video Going South - this is the experience you will help create at Lifespark! Changing the age-old story starts with you - let's get you hired.

It has been and will continue to be our policy to provide equal employment opportunities to all employees and applicants without regard to age, race, creed, color, disability, marital status, sex, gender identity, national origin, ancestry, sexual orientation, arrest record, conviction record, military service, use or nonuse of lawful products off the Employer's premises during nonworking hours, or declining to attend a meeting or to participate in any communication about religious matters or political matters, or any other status protected by federal, state, or local law.