Membership Services Advocate

The Member Services Advocate plays a key role in building meaningful connections with members through proactive outreach and responsive support. By providing education, addressing concerns, and delivering personalized assistance, this role helps members maximize the value of their benefits while ensuring a seamless and positive experience throughout their journey.

Responsibilities

Conduct proactive outbound member engagement activities including welcome, onboarding, education, and other outreach campaigns; Educate members on plan benefits, important coverage information, and key actions; Anticipate and address common questions associated with Medicare enrollment, plan transitions, and member onboarding; Deliver a compassionate, consultative member experience; Identify member needs and provide accurate guidance, education, and resolution; Respond to inbound member inquiries; Accurately document member interactions in applicable systems; Participate in specialized training and demonstrate proficiency in member engagement workflows, Medicare knowledge, and campaign-specific processes; Responsible for compliance with all federal, state and local laws, rules and regulations; Responsible for participating in quality assurance, compliance and continuing education activities

Requirements

High school diploma or equivalent; Minimum of one year of experience in a high-volume customer service contact center environment; Above average computer skill including the ability to work in a Windows environment and multitask within multiple software programs simultaneously; Proficient in a Windows-based environment; Working knowledge of Microsoft Office applications, including Word, Excel, and Outlook; Ability to navigate multiple software applications simultaneously; Exceptional customer service skills; Strong verbal and written communication skills; Excellent problem-solving, critical thinking, and conflict-resolution skills; Detail-oriented and highly organized; Technically proficient; Dedicated to delivering outstanding support for customers with complex needs; Self-motivated, dependable, and adaptable; Ability to read, interpret, and apply internal policies and procedures; Builds positive working relationships; Demonstrates sound judgment, professionalism, and resilience

Nice to have

Associate degree; Completed coursework or earned a degree in a healthcare-related field; Experience in healthcare, insurance, financial services, government programs, or other regulated industries; Experience serving or supporting senior citizens