Medicare Service Advocate

We are currently recruiting top talent for our Service Advocate role in our Medicare Stars Member Advocacy Center. The Member Advocacy Center (MAC Team) is an elite team in Medicare Stars that conducts various high touch omnichannel outreach campaigns to deliver a differentiated member experience that closes gaps in care, provides a human connection with the member and proactively assist s in navigating their health plan benefits. We are knowledgeable and trusted advocates for our members. The key to our success is our talent.

In this role, the majority of your work will involve connecting with members through outbound and inbound calls. As member expectations continue to evolve, you may also communicate with our members via video conferencing and/or SMS to answer unasked questions and resolve issues. Our service advocates have a high degree of empathy and patience.

This position also requires performing a holistic approach on benefit usage and education, and claims, including but not limited to; medical, dental, prescriptions, and value-added items and services. The service advocate will be using several computer-based programs to service the members' needs and will need to be able to work in a metric-based production environment.

We encourage bilingual applicants to apply.

A Medicare Service Advocate:

Ability to navigate multiple systems

Acts as an advocate for our members

Connects with members to diminish service disruption and educate members on plans

Create lasting relationships with our members

Documents and tracks contacts with members.

Educates plan benefits, answers questions , and resolves issues based on campaign outreach .

Educates members on our self-service options

Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered

Exceeds member expectations

Follows campaign guidelines for exceptional service

Respond to inquiries from our Medicare Advantage members

Takes ownership and follows through on commitments

Work in a team and production-based environment to create world class service

Required Qualifications

1 year of customer service experience in any line of business

Ability to creatively solve members’ problems and have desire to help and advocate for them

Problem solving with demonstrated ownership qualities

Demonstrated empathy, compassion and listening skills

Window based application knowledge

Preferred Qualifications

Proven leadership skills

Demonstrate ability to de-escalate situations

Effective communication and documentation skills

Ability to quickly learn new skills and apply them

Demonstrated skills to multitask and problem solve

Healthcare and medical terminology knowledge

Medical billing and claims process experience

Education

High School Diploma or GED