BlueOak Health Systems · Customer Service Executive
Member Services Executive
2 months · 12 hrs/week · Remote · Intermediate
BlueOak Health Systems is a fictional simulated work environment created for the Jay Health Work Experience Programme. It is not a real or verified employer, and this programme is an educational work-experience placement, not employment.
Programme overview
Learn to explain health-plan membership, coverage terms and administrative requirements clearly, using documented plan information and appropriate escalation for disputed benefits.
Member Services Executive Work Lab
The Member Services Executive Work Lab programme scope centres on coverage questions answered from simulated member records. Its intended outputs include coverage enquiry response pack, membership issue register, benefits clarification and escalation notes.
What you will do: Member Services Executive Work Lab
- Review membership and coverage enquiry scenarios
- Translate plan terms into plain-language responses
- Document unresolved coverage questions for escalation
Through role-focused educational assignments at BlueOak Health Systems, you will work through case briefs, document the evidence behind your decisions and prepare work samples relevant to coverage questions answered from simulated member records.
Work you will prepare for review
- Coverage enquiry response pack
- Membership issue register
- Benefits clarification and escalation notes
Methods you will practise
- Membership reference sheets
- Coverage enquiry templates
Your weekly work cycle
- Develop and revise your coverage enquiry response pack
- Submit progress on your membership issue register with evidence and outstanding questions
- Discuss coverage questions answered from simulated member records findings in a supervisor review and record agreed next steps
Feedback and improvement. Your Member Services Executive assignments will be reviewed against the programme’s assessment criteria. You will explain your approach, discuss corrections and refine your deliverables before including permitted samples in your portfolio. The programme runs for 2 months, with an expected commitment of 12 hours per week; agreed assignments and review arrangements are confirmed in your enrolment offer.
Role description
Purpose of the role. The Member Services Executive programme develops role-specific judgement and professional work samples through coverage questions answered from simulated member records. The emphasis is on explaining your approach, producing clear evidence and improving work in response to supervisor feedback.
Work environment. A remote educational Member Services Executive programme set in the fictional BlueOak Health Systems environment, with role-focused case briefs, structured assignments and supervisor review.
Day-to-day responsibilities
- Review membership and coverage enquiry scenarios
- Translate plan terms into plain-language responses
- Document unresolved coverage questions for escalation
Weekly responsibilities
- Develop and revise your coverage enquiry response pack
- Submit progress on your membership issue register with evidence and outstanding questions
- Discuss coverage questions answered from simulated member records findings in a supervisor review and record agreed next steps
Expected deliverables
- Coverage enquiry response pack
- Membership issue register
- Benefits clarification and escalation notes
Reporting and supervision. The Member Services Executive programme scope includes an assigned supervisor reviewing role-specific deliverables, explaining corrections and assessing work against the criteria in your enrolment offer.
Tools and methods relevant to this programme
- Membership reference sheets
- Coverage enquiry templates
Requirements
Qualifications or professional background
- Any health or allied-health background, or prior customer-facing experience in healthcare
Required skills
- Clear written English
- Patience and empathy
- Organised record keeping
Preferred skills
- Front-desk or call-centre experience
- Experience with scheduling tools
Previous experience. Prior exposure is helpful but not essential.
Digital literacy. Comfortable using web applications, spreadsheets and online communication tools.
Communication. Clear written English and timely responses to team messages and supervisor feedback.
Availability. 12 hours per week for 2 months, including scheduled reviews.
Technical requirements. A laptop or desktop computer, a modern browser and a stable internet connection.
Professional and ethical boundaries
- Educational casework only; no employment, real patient care, payer transactions or production system access is implied
- Use only fictional or authorised educational material; do not upload real patient or confidential employer information
- Specialist software, live integrations and dedicated role-specific workflows are not included in the current platform
Expected workload
Hours per week. 12 hours.
Assignment scope. Role-specific case briefs and deliverables focused on coverage questions answered from simulated member records. Assignment volume and due dates are confirmed in the enrolment offer within the 12-hour weekly commitment.
Deadlines and reporting. Tasks carry individual due dates; a weekly summary is due at the end of each week.
Meetings. One weekly team stand-up and one supervisor review session.
Attendance. Check in and out of the work lab for each working session.
How performance is evaluated
- Accuracy and relevance of coverage enquiry response pack
- Evidence and reasoning in membership issue register
- Documentation quality and professional boundaries
- Deadline adherence and response to feedback
Benefits
- Practical work-experience programme
- Access to Remote Career Launchpad
- Free mentor access according to the programme's mentoring arrangements
- Access to the Jay Health job board
- 10% discount on eligible Jay Health courses
- Supervisor feedback
- Opportunity to build a portfolio of permitted work samples
- Performance-based reward eligibility, where applicable (conditional, not guaranteed)
Learning outcomes
By the end of the programme you should be able to:
- Explain the key decisions and standards involved in coverage questions answered from simulated member records
- Prepare professional coverage enquiry response pack
- Prepare professional membership issue register
- Prepare professional benefits clarification and escalation notes
- Use supervisor feedback to improve the clarity, accuracy and completeness of your work
Selection process
- Application review
- Interview
- Role-relevant assessment
- Acceptance decision
- Enrolment and payment of the ₦20,000 enrolment fee (only after acceptance)
- Onboarding