Associate, Member Onboarding Specialist

At HSA Bank, we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors.

Are you ready to join us?

The Member Onboarding Associate is responsible for creating a positive first impression with the members on our platform by providing a seamless transition into using Ametros for their future medical needs. The position requires excellent phone and email skills with the ability to adapt correspondence to a wide variety of audiences, including attorneys, insurance claims adjusters, claimants/injured workers, and medical professionals.

What you will do

• Create a positive first impression with our members by gathering all necessary information to ensure seamless first-time use at their pharmacy or provider’s office.

• Be enthusiastic and welcoming in your conversation while explaining the benefits of their membership.

• Manage member inquiries via incoming calls, emails, or chats within established turnaround times.

• Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active.

• Identify and resolve members needs to achieve the ultimate customer experience.

• Ability to guide our members through registering for their Member Portal access.

• Listen to member or client service problems, determine the root cause of the issue and present options to bring the issue to resolution.

• Document all communication and upload appropriate documents to our internal database.

• Create and maintain clear and concise documentation of member conversations within the internal database.

• Hand off members to Member Care Services team once fully onboarded by providing any special requests or issues to the team.

Skills and Abilities

• Strong people skills.

• Ability to build relationships with internal and external stakeholders.

• Skilled in educating members on the benefits of their membership.

• Excellent written and verbal communication skills.

• Skilled at the ability to recognize individual differences in communication and adapt your approach accordingly.

• Excellent attention to detail to ensure full onboarding of our members and treatment plans are well documented.

• Exceptional time management skills.

• Well versed with healthcare and medical terminology.

• Aptitude for problem-solving.

• Sound business judgment.

• Exceptional computer skills (Microsoft Office Suite).

• Ability to work independently and as a member of a team.

• A desire to continue to learn and improve both self and the organization.

• A professional presence.

• Understanding of Worker’s Compensation Claims Process.

• Working knowledge of Workers Compensation settlement types, settlement verbiage and timelines.

• Able to review and educate members on medical treatment, claim process and/or Medicare Set-Asides.

• Multi-lingual with fluency in a language other than English, with a preference for Spanish.

Education Qualifications

• H.S. Diploma or General Education Degree (GED) required

Experience Qualifications

• 0-2 years experience in healthcare, pharmacy, insurance, and/or related industries required

The estimated salary range for this position is $23.00USD to $25.00USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.

Originally posted on Himalayas