FareRx LLC Member Experience Coordinator - Wellness & Grocery Program PHILADELPHIA, PA · Contractor

Apply for Member Experience Coordinator - Wellness & Grocery Program

About Member Experience:

At FareRx, Member Experience is at the heart of what we do. It's more than just customer service; it's about building genuine connections with our members, making them feel like family, and empowering them on their health journey. Our Member Experience team plays a multifaceted role:

• Building Relationships: Creating a welcoming and supportive atmosphere where members feel heard and valued.
• Providing Guidance: Assisting members with program sign-up, navigating resources, and answering questions with patience and clarity.
• Offering Support: Acting as a trusted consultant, offering encouragement, and helping members achieve their health goals.
• Ensuring Satisfaction: Proactively addressing concerns and resolving issues with empathy and efficiency.

Responsibilities:

• Team Leadership:
• Run daily team stand-up meetings to discuss progress, challenges, and priorities.
• Manage and allocate team responsibilities and work distribution to ensure efficiency and productivity.
• Provide guidance, training, and support to our Member Experience team
• Handle escalated customer issues and complaints.
• Fill staffing gaps by taking calls and assisting members as needed.
• Performance Monitoring & Reporting:
• Monitor team performance metrics and provide regular reports to management on team progress and member sign-ups.
• Conduct quality assurance checks on customer interactions and provide feedback to representatives.
• Technical Support:
• Troubleshoot technical issues encountered by MEs and submit support tickets when necessary.
• Maintain knowledge of our CRM file and assist representatives with its effective use.
• Data Management:
• Monitor and ensure the accuracy of our Eligibility File and CRM database.
• Implement strategies to improve data quality and efficiency.
• Member Hospitality:
• Foster a positive and supportive team culture that prioritizes member well-being.
• Champion a member-centric approach, ensuring the team understands and anticipates member needs.
• Encourage proactive communication and relationship-building with members to establish trust and rapport.

Qualifications & Requirements:

• High School Diploma or equivalent; Associate's or Bachelor's degree preferred.
• 2+ years of experience in a customer service role, preferably in a supervisory capacity.
• Strong understanding of customer service and member-centric principles and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency in using CRM software and other relevant technologies.
• Ability to analyze data, identify trends, and generate reports.
• Strong problem-solving and decision-making abilities.
• Exceptional organizational and time management skills.
• Demonstrates a collaborative spirit and willingness to support colleagues.
• Able to thrive in a dynamic environment and readily adjusts to changing priorities.
• Ability to take initiative and identify opportunities for improvement.
• Embraces a "roll-up-your-sleeves" attitude and is comfortable performing tasks outside the traditional line of duty.
• Knowledge of HIPAA regulations and best practices for protecting patient health information is a huge plus.
• Must be willing to work on-site daily at our headquarters in 444 N 3rd St, Ste 1, Philadelphia

Schedule:

Weekdays - 8 hours Hours of Operation: 9am - 5pm

About FareRx:

At FareRx we believe that food is medicine. We have built a wellness and grocery delivery program that hand-delivers fresh and local food on a recurring basis. We work directly with insurance companies and employers to serve their members and employees.

The menus are chef planned and dietician reviewed with the goal of maximizing nutritional density while improving health outcomes, member satisfaction, and retention.

To date we have hand-delivered over 60,000 bags of groceries and will continue to pursue our mission to help people lead healthier lives and support a healthier planet.

Our Benefits

As a company focused on health and wellness, we extend that commitment to our team. Here's how we support your well-being:

• Comprehensive Health Benefits: We offer a robust benefits package for full-time employees, including:
• Health Insurance
• Dental Coverage
• Vision Insurance
• 401(k) Benefits: Plan for your future with our 401(k) program (for eligible employees).
• On-site Gym: All team members have access to our on-site gym facilities.
• Free groceries: Employees receive complimentary groceries from our Wellness & Grocery Program.
• Growth potential: While this position begins as a contract role, there's a possibility of transitioning to a full-time position with FareRx.

How to Apply:

Please send your updated resume and a cover letter highlighting your relevant experience and explaining why you are interested in this position at FareRx.