Member Services Advocate

Role overview This role serves as a frontline contact for members and providers seeking help with health insurance plans. The position is fully remote and centers on delivering empathetic, accurate support via inbound calls and emails across benefits, claims, eligibility, billing, provider networks, and prescription coverage. It suits a service-oriented professional who thrives in a structured call center environment with measurable performance expectations.

Responsibilities - Handle inbound calls and emails from members and providers with professionalism and empathy - Explain claims, benefits, eligibility, billing, networks, and prescription coverage clearly using internal systems - Document every interaction thoroughly within the CRM platform - Collaborate with internal departments, third-party vendors, and brokers to resolve issues end-to-end - Uphold a service model centered on compassion, advocacy, resolution, and education - Meet or exceed targets for call quality, adherence, customer satisfaction, after-call work, and answer rates - Maintain a reliable schedule, with potential extended hours during peak season

Requirements - 1-2 years of customer service or call center experience - Demonstrated success resolving complex concerns using active listening and creative problem solving - Strong written and verbal communication skills - High reliability and commitment to a structured work schedule - Solid organizational skills and attention to detail - Proficiency multitasking across multiple computer systems with solid typing speed - Self-motivation and ability to learn processes quickly and accurately

Nice to have - Background in health insurance, healthcare, Medicare, Medicaid, or Marketplace plans - Familiarity with Microsoft Office and Google Suite - An active Health Insurance Producer License, or willingness to obtain one

Benefits and work setup - Fully remote role requiring a quiet, professional workspace and reliable high-speed internet - Standard health and wellness benefits plus alternative medicine coverage - Flexible paid time off, paid holidays, and up to 16 weeks of paid parental leave - 401(k) program, transportation perks, education reimbursement, and pet-related leave