Member Service Representative in Watertown, MA at APEX Systems

Date Posted: 8/12/2018

Job Snapshot

  • Employee Type:
  • Location:
    Watertown, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job #:  865666

Apex Systems combines with parent company On Assignment to make it the 2nd largest IT staffing agency in the country.

Apex has an opportunity for a Member Service Representative role in Watertown, MA. This is a 6+ month contract position and the pay rate is flexible depending on experience. Here are the details: 

For applicants who are interested in this Member Service Representative opportunity; please send a Word resume to John Lobdell, Technical Recruiter, at 


Position: Member Service Representative

Apex Job ID: 865666

Location: Watertown, MA

Rate: Negotiable

Duration: 6+ months


Position Description:

Under the general direction of the Call Center Supervisor, the Member Services Representative is responsible for providing accurate and thorough interpretation of benefits, claims processes, eligibility, and enrollment policies to members, employers, and internal customers. In addition, the Member Services Representative is responsible for resolution of complex customer inquiries, the facilitation of problem resolution, and meeting or exceeding customers’ expectations. The Member Services Representative presents a consistent and professional demeanor to all callers and internal customers and is expected to identify opportunities to improve customer service and efficiency. The Member Services Representative is expected to take responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives.



-Receives and responds to a high volume of incoming telephone calls from members, prospective members, employers, internal staff and external vendors.
-Efficiently and effectively processes member calls. This includes:
-Accesses the most appropriate source of information and proficiently resolving the member’s concern.
-Accurately documents the complete encounter and maintains a professional and supportive attitude throughout the call.
-Asks probing questions and takes the opportunity to educate members to avoid unnecessary repeat calls.
-Investigates member complaints and performs front-line analysis and intervention when appropriate.
-Makes necessary outgoing phone calls to resolve member related inquiries.
-Adheres to most up to date HIPAA, CMS and THP guidelines, policies and procedures.
-Meet or exceed department established key performance indicators.
-Adheres to assigned schedules to ensure appropriate phone queue coverage as well as assigned shifts
-Demonstrates strong written (e.g., documents calls accurately and comprehensively) and verbal skills.
-Employs active listening skills, demonstrates patience and empathy, and is able to handle difficult customers tactfully, courteously and professionally.
-Strives for improved efficiency for processing member issues.
-Interacts and forms contacts with other Tufts HP departments in order to resolve issues


-High School Diploma or equivalent required. Associates degree or equivalent work experience preferred.

-6-12 months of relevant experience.
-Preferred customer service experience in health care, call center, retail, hospitality or corporate office. Knowledge of medical terminology is preferred.

Skill Requirements
-Must have strong computer and telephone multitasking skills
-Must have the ability to navigates through multiple systems
-Accuracy in data input and documentation
-Proficiency with MS Windows
-Proficient keyboard skills
Interpersonal Skills:
-Excellent verbal and written communication skills are required
-Strong organizational skills
-Ability to research and respond to a high volume of telephone inquiries in a consistent and professional manner
-Basic math, grammar, and spelling are required
-Ability to work under pressure and with attention to changing priorities
-Must be able to work cooperatively as part of a team
-Bilingual preferred









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.