Senior Service Advocate

This is a fully remote position, open to applicants in Alabama, +8 more states.

📋 Description

• Manage incoming member calls and act as the main point of contact for inquiries, issues, and service requests.

• Confirm member details, collect relevant information, and accurately record interactions and outcomes in the necessary systems.

• Investigate and resolve issues by utilizing various tools, policies, and resources.

• Inform members about their benefits, coverage topics, and available resources using straightforward, respectful language.

• Assist members who express medical concerns by asking clarifying questions, adhering to established processes, and connecting them with suitable resources.

• Oversee documentation, follow-ups, case assignments, and updates during and after calls.

• De-escalate challenging calls and strive for resolution and member satisfaction.

• Achieve or surpass quality, timeliness, and service experience performance metrics.

• Work together with internal teams to address member issues and fulfill commitments.

⛳️ Requirements

• Minimum of 1 year of customer service experience.

• Must be located in the EST/CST time zone.

• Ability to build trustworthy relationships by taking responsibility to fully understand member needs.

• Capacity to multitask and manage various functions and/or products while maintaining or exceeding performance standards.

• Exhibits professionalism and projects a positive image while interacting with members and constituents.

• Shows strong member focus and utilizes all available resources to ensure timely member satisfaction.

• Demonstrates functional expertise and leadership capabilities.

• Excellent communication skills.

• High School diploma or GED equivalent.

• Experience with Microsoft Office is preferred.

• At least 1 year of experience in Medicare service is preferred.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being, based on eligibility.