Member Services Representative, Contact Center Location: Mechanicsburg, Pennsylvania Department: Contact Center Operations Status: Full-Time, Non-Exempt Schedule: Tuesday through Saturday, 9:30 AM - 6:00 PM Position Summary As a Member Services Representative, you will serve as a primary point of contact for members, pharmacy providers, and authorized client representatives. This role is responsible for delivering exceptional customer service by handling inbound inquiries, resolving issues, and ensuring accurate documentation across multiple systems. The ideal candidate is a strong communicator who thrives in a fast-paced contact center environment, demonstrates excellent problem-solving skills, and is committed to providing a positive customer experience while meeting quality and productivity standards. Key Responsibilities • Respond professionally and efficiently to inbound calls from members, pharmacy providers, and client representatives. • Resolve inquiries related to pharmacy benefits, claims, eligibility, authorization requests, and general account information. • Accurately document all customer interactions and case details within multiple internal systems. • Navigate multiple applications and dual-monitor environments while maintaining call quality and efficiency. • Process customer requests received through telephone, email, and other communication channels as assigned. • Stay current on departmental policies, procedures, products, and regulatory requirements. • Meet established service, productivity, and quality performance metrics. • Escalate complex issues appropriately and seek supervisory guidance when necessary. • Identify recurring operational or system issues and communicate trends to leadership. • Collaborate effectively with colleagues and leadership to support a positive team environment. • Demonstrate empathy, professionalism, and respect during all customer interactions. • Maintain confidentiality of sensitive member and client information. • Perform additional duties and special projects as assigned. What You'll Bring • Strong customer service orientation with a passion for helping others. • Excellent verbal and written communication skills. • Proven ability to multitask and manage competing priorities in a fast-paced environment. • Strong problem-solving and critical-thinking abilities. • Ability to navigate multiple computer systems simultaneously. • High level of accuracy and attention to detail. • Dependable, adaptable, and results-oriented work ethic. • Ability to work both independently and collaboratively within a team environment. • Professional demeanor when handling difficult or escalated situations. Required Qualifications • High School Diploma or equivalent required. • Minimum of three (3) years of contact center, customer service, or call center experience. • Experience handling high-volume inbound calls. • Demonstrated ability to work effectively in a fast-paced environment. • Strong computer proficiency and ability to learn new systems quickly. • Experience with Microsoft Office, including Outlook, Word, and Excel. • Proven track record of reliability, attendance, and accountability. • Ability to work a flexible schedule, including weekends and second-shift coverage as needed. 9:30-6 T-Sa