Member Experience Advocate

Pay: $18-20/hr
Onsite: Columbia, TN

About the role

The Member Experience Advocate I supports the efforts of the Member Experience Manager. The Member Experience Advocate I is accountable to resolve Member Service inquiries from internal and external customers in a timely manner. This position is responsible for accurately documenting each inquiry into the Salesforce/Broker Portal system using the designed format and taking appropriate action to resolve the caller's inquiries. With strong communication and organizational skills, the Member Experience Advocate I assists their leadership and team in achieving goals, objectives, and improvements.

Responsibilities

• Provide an excellent level of service to internal and external customers
• Coordinate responsibilities with the Member Experience Team Leader to:
  • Develop career path advancement goals and meet them annually
  • Direct claims calls to UMR or Medicare Supplement Specialist as applicable
  • Effectively communicate and accurately document Member Experience inquiries in the Salesforce/Broker Portal system
  • Identify and communicate to the Team Leader any OLH changes/recommendations
  • Identify and report system issues
• Knowledgeably and accurately manage the Member Experience inboxes
• Maintain monthly, passing quality performance goal of 90 as established by the department
• Meet department monthly scorecard goal of 90
• Manage multiple projects and priorities
• Must be meeting corporate absentee percentage of 2.7%
• Perform miscellaneous projects as assigned by leadership
• Professionally handle incoming/outgoing telephone calls from internal and external customers while taking appropriate action to resolve the situation
• Professionally handle Membership calls from both internal and external customers
• Professionally work with other departments/county representatives
• Proficient in handling Customer Service inquiries
• Perform some Billing related calls
• Stay up to date with on-line help (OLH) resources and participate in annual OLH review
• Successfully and professionally work as part of a team
• Successfully complete the required training
• Take initiative for self-growth through continuing education/credentialing courses
• Work independently to research and determine cause of problem and effect of resolution with minimal assistance
• Work overtime as needed

Requirements

• Education: A high school diploma or equivalent is required
• Work Experience: Customer Service experience of at least 1 year is preferred. If a current internal employee applies, they must be meeting the minimum performance expectations.

Skills

• Ability to manage multiple projects and priorities
• Ability to work independently and take initiative
• Efficient in call logging skills
• Excellent Customer Service skills
• Excellent interpersonal skills
• Excellent oral and written communication skills
• Excellent organizational skills
• Excellent time management skills
• Proficient in Microsoft Word, Outlook, and Excel
• Sound decision making and problem-solving skills
• Strong analytical skills

Benefits

• Medical
• Dental
• Vision
• 401(k)