Member Support – Retention Specialist
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Job Description
Join JumpstartMD as a Member Support Specialist to enhance member experiences and provide exceptional support. Engage with members for retention, billing inquiries, and inventory management.
Responsibilities:
- Act as the primary point of contact for members across all JumpstartMD clinics, addressing their needs and enhancing their overall experience.
- Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries.
- Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention.
- Support clinics by managing the inventory and supply chain process. Ensure all clinics are fully stocked with essential products, office supplies, and medical equipment.
- Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to JumpstartMD.
- Analyze member behavior and produce regular reports on retention, cancellations, and overall satisfaction. Present findings to the sales and marketing teams to improve retention strategies.
- Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products.
- Monitor and reply to member questions and support the needs of our membership through the App – Reply to member questions and inquiries from the survey platform to ensure timely responses and satisfactory problem solving for members.
Requirements:
- Bachelor's degree in sales, marketing, business administration, or related field (or equivalent work experience).
- Sales experience is a PLUS.
- 3+ years of experience in customer support, sales, or retention roles, preferably in a healthcare or wellness environment.
- High level of comfort working with technology and multiple systems at once.
- Experience with billing, claims, and insurance-related inquiries.
- Strong skills in inventory management and supply chain processes.
- Excellent verbal and written communication skills, with the ability to engage with members empathetically and professionally.
- Strong problem-solving skills, with the ability to develop creative solutions to retain memberships.
- Proficient in customer relationship management (CRM) systems and sales/marketing software.
- Ability to multitask and remain calm in challenging situations.
- Strong organizational skills, attention to detail, and a positive attitude.
Benefits:
- Competitive Compensation: Enjoy competitive pay reflecting your skills and contributions
- Comprehensive Benefits: Access medical, dental, and vision benefits with eligibility at 25+ hours a week.
- Financial Security: Participate in a 401(k) plan with a company match, promoting long-term financial well-being.
- Time Off: Benefit from accrued paid time off to maintain a healthy work-life balance.
- Wellness Support: Receive 4 annual paid wellness days to prioritize your health.
- Access free JSMD services (Weight Loss and Bio-identical Hormone Therapy).
- Enjoy discounted JSMD Products (e.g., Vitamin Therapy, supplements, etc.)
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