Member Services Senior Processor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Services Senior Processor based in the United States. This is a fully remote, full-time opportunity supporting a federally administered healthcare program serving individuals affected by the September 11 attacks. The role focuses on complex member applications, certifications, transfers, appeals, and detailed documentation review. As a senior operational specialist, you’ll act as a lead processor and escalation point for cases requiring deeper analysis and judgment. You’ll also help coordinate workflows, monitor quality, mentor colleagues, and strengthen processing consistency across the team. The position offers the opportunity to contribute to process improvements, reporting, system enhancements, and audit readiness. Success requires strong customer service, problem-solving, documentation, communication, and organizational skills in a high-volume environment. You’ll work remotely with limited travel while contributing to a mission-driven program with meaningful impact on its members. Complex case processing: Process high-complexity applications, certifications, transfers, appeals, and supporting documentation, applying program requirements and detailed analysis to ensure accurate outcomes. Escalation support: Serve as a lead processor and primary escalation point for complex cases that can be resolved without supervisor intervention, providing guidance to junior processing staff. Workflow coordination: Assist supervisors with workflow oversight, case assignments, workload coordination, and quality monitoring to support efficient operations. Quality assurance: Review completed work from less-experienced processors for accuracy, completeness, compliance, and adherence to established procedures, providing constructive feedback where needed. Training and mentoring: Train and support team members on program policies, procedures, systems, and applicable regulatory requirements while helping strengthen overall team capabilities. Reporting and analysis: Identify processing trends, document operational issues, and contribute to performance reporting and data collection used to improve service delivery. Stakeholder communication: Communicate professionally with internal and external stakeholders regarding sensitive, complex, or escalated processing matters. Process improvement: Contribute to workflow optimization, system enhancements, process development, and operational improvements that increase quality and efficiency. Compliance and audit readiness: Help maintain accurate documentation and support preparation for audits, compliance reviews, and other program oversight activities. Requirements Education: High school diploma or equivalent required. Experience: 3–5 years of experience in processing, administrative support, operations, customer service, or another high-volume service environment. Processing expertise: Strong understanding of documentation review, eligibility requirements, member processing workflows, and regulatory considerations. Communication: Excellent written and verbal communication skills, with the ability to handle sensitive or complex matters professionally. Problem-solving: Strong analytical and problem-solving abilities, with sound judgment when reviewing documentation and resolving escalated cases. Leadership: Ability to provide guidance and mentoring to colleagues and take on limited workflow oversight responsibilities while supporting supervisors. Organization: Strong attention to detail and the ability to manage multiple cases, priorities, and deadlines in a high-volume operational environment. Technology: Comfortable working with Microsoft applications and operational systems used for member service, documentation, and case processing. Preferred experience: Background supporting federal healthcare programs, healthcare operations, member service portals, or customer supp