Member Services Representative - Float Pool

Member Services Representative - Float Pool

Reports To:

Member Engagement Coordinator

Location:

Rotation to any clinic or mobile unit as needed

Rate of Pay:

$27

Position Overview

The Float Pool Member Service Representative (MSR) is a key frontline team member who provides high-quality, trauma-informed customer service to members, visitors, and vendors across King and Pierce Counties. This position serves as a flexible resource, rotating between various clinic locations based on operational needs, with a primary assignment at the Auburn Clinic.

Reporting directly to the Member Engagement Coordinator, the Float Pool MSR ensures a welcoming, professional, and efficient clinic environment while supporting seamless communication between medical staff and members.

Key Responsibilities

• Serve as the first point of contact for members, visitors, and vendors, greeting each individual warmly and professionally.
• Travel between assigned clinics in King and Pierce Counties as part of the float pool rotation.
• Facilitate member flow in various clinic settings, ensuring timely check-ins and minimal wait times.
• Assist members with self-check-in processes, answer questions, and verify insurance information.
• Handle incoming calls, route inquiries appropriately, and provide accurate information about services, appointments, and programs.
• Collect member fees, process payments, and manage incoming and outgoing mail.
• Process medical record requests in compliance with privacy regulations, including HIPAA and organizational policies.
• Maintain the cleanliness, organization, and professional appearance of front-desk and waiting areas at each assigned location.
• Attend required MSR training sessions and staff meetings to stay current on processes and member engagement best practices.
• Collaborate closely with clinic staff, transportation teams, and the Member Engagement Coordinator to ensure consistent, high-quality member experiences across sites.
• Demonstrate adaptability when working in varying clinic environments and during changing operational needs.
• Knowledge, Skills, and Abilities
• Knowledge
• Understanding of health insurance verification and processing.
• Familiarity with HIPAA regulations and confidentiality requirements.
• Basic computer skills, including proficiency in Microsoft Office applications.
• Skills
• Exceptional interpersonal and communication skills to effectively engage with a diverse member population.
• Strong customer service and professional telephone etiquette.
• Competence in managing member flow and completing administrative tasks efficiently.
• Conflict resolution and de-escalation techniques to address member concerns with empathy and professionalism.
• Abilities
• Flexibility to work in various clinic locations across King and Pierce Counties on a rotational basis.
• Commitment to serving members with cultural humility and sensitivity.
• Ability to lift up to 25 lbs., transport supplies, and adapt to fast-paced clinic environments.
• Strong team collaboration skills with the ability to support colleagues and assist where needed.
• Work Environment & Additional Information
• This role operates in a fast-paced, multi-location clinic environment.
• Requires regular travel between assigned clinic sites in King and Pierce Counties, with a home base at the Auburn Clinic.
• Must be available for extended hours, including evenings and weekends, as assigned.
• Equal Employment Opportunity (EEO) Statement