Member Experience Representative (bilingual Spanish)
Verda Healthcare · Chandler, AZ · 1 mo ago
On-siteOTHRFull-time
We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real specific content. Must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the posting.
Key info:
- Company: Verda Health Plan of Arizona. Mission statements etc. Could be "About the role" maybe includes description of role and why work for Verda.
- Responsibilities: list of duties.
- Requirements/Qualifications: bilingual English/Spanish, strong communication skills, problem solving, empathy, respect, patience, trilingual consideration, ability to multitask, etc.
- Skills: maybe list competencies: Integrity and Trust, Customer Focus, Functional/Technical Skills, Written/Oral Communications, Critical/Analytical Thinker.
- Benefits: listed: 401(k), Paid time off (vacation, holiday, sick leave), Health insurance, Dental Insurance, Vision insurance, Life insurance.
- Pay: "Actual compensation offered will be determined based on experience, qualifications, skills, internal equity (if available), and geographic location. This position may also be eligible for performance-based incentive compensation and benefits." That's vague but it's about pay. It says compensation determined based on experience etc. Not a specific number. According to rules: we should NOT include Pay section if posting only has vague like "commensurate with experience", "not specified", "N/A", "varies", "TBD". This is similar: "Actual compensation offered will be determined based on experience..." That's vague but not a specific number. It's still not a concrete figure. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It says "unless the posting actually states them." Does stating that compensation will be determined based on experience count as stating Pay? It's still stating something about pay, albeit not a number. The examples of filler include "commensurate with experience", "not specified", "N/A", "varies", "TBD". This is similar to "commensurate with experience". So we should NOT include Pay section.
- Schedule: "Full-time onsite (100% in-office) Hours of operations: 9am – 6pm Standard business hours Monday to Friday/weekends as needed Occasional travel may be required for meetings and training sessions." That's specific schedule info. So we should include Schedule section.
- Benefits: we have specific list, so include Benefits.
- About the role: we have description: "Member Experience Advocate (bilingual English/Spanish) ... contact center position to support our members who are senior citizens who used Verda for Medicare Advantage healthcare insurance coverage. ... This is a challenging and rewarding position seeing that you are positively impacting our members who are seniors. Unlike a lot of contact center jobs which lack variety of activities, you have a lot of different calls, in person, and omnichannel (emails) interactions because there are so many scenarios that arise to service our members. We are a customer service team within a mission-driven company. Align your career goals with Verda Healthcare, Inc. and we will support you all the way." Also mission statements repeated. So we can put About the role.
- Responsibilities: we have a big list bullet points. Use
- .
- Requirements/Qualifications: we have "Who are we looking for?" section: bilingual English/Spanish, strong communication skills, problem solving, empathy, respect, patience, trilingual consideration, ability to multi-task, etc. Also "Professional Competencies" list: Integrity and Trust, Customer Focus, Functional/Technical Skills, Written/Oral Communications, Critical/Analytical Thinker. Those could be Skills or Requirements. We need to decide sections: Requirements, Qualifications, Skills. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can split: Requirements (maybe mandatory), Qualifications (maybe preferred), Skills (competencies). But we must not create thin sections with filler. We have enough content for each.
Let's extract:
Requirements (mandatory):
- Bilingual English/Spanish
- Strong communication skills in English/Spanish
- Ability to problem-solve
- Consistently demonstrate empathy, respect, and patience
- Ability to multi-task to excel in the role
- Ability to sit/walk at workstation, occasionally lift/move up to 25-50 pounds (physical demands) maybe under Requirements? Could be separate but we can include under Requirements.
Qualifications (maybe preferred/trilingual):
- Additional consideration for candidates who are trilingual English/Vietnamese/Mandarin speakers.
Skills (Professional Competencies):
- Integrity and Trust
- Customer Focus
- Functional/Technical Skills
- Written/Oral Communications
- Critical/Analytical Thinker
We also have "Job Type: Full-time employment Location: Chandler, AZ". That could be part of About the role or maybe a short paragraph. Not a heading.
We need to avoid repeating job title as heading. So no heading "Member Experience Advocate". Good.
We need to output only HTML fragment, no /, no markdown.
Let's craft:
maybe not needed; just headings and content.
We'll use
for each section heading. After each heading, we put appropriate content:
for prose,
- for lists. We must preserve all substantive information; do not invent or summarize away detail. Let's write About the role: combine mission and role description. Prose: "Verda Health Plan of Arizona holds a state and CMS license with the Arizona Department of Insurance and Financial Institutions. The organization is committed to ensuring that healthcare is easily and equitably accessed by all, with a mission to provide underserved communities access to health and wellness services and the support needed to live a healthy life free of worry and full of joy. The Member Experience Advocate (bilingual English/Spanish) is a contact‑center role supporting senior members enrolled in Verda’s Medicare Advantage plans. The advocate handles phone, email, and in‑person interactions with members, physicians/providers, insurance brokers, and caregivers, addressing enrollment, claims, benefit interpretation, referrals/authorizations, and other member concerns. The role offers varied activities and the opportunity to positively impact seniors while working within a mission‑driven team that supports career growth." We need to ensure we didn't omit any substantive info: mention that they are changing the face of health care across the nation, that it's challenging and rewarding, variety of calls, in person, omnichannel, etc. Also mention aligning career goals, support. Let's incorporate. Now Responsibilities: list each duty as
- . We need to capture all responsibilities from the bullet list. Let's extract responsibilities list: - Provide excellent customer service. - Accurately explains benefits and plan options in person, via email or telephonically. This includes educating members, family, providers and caregivers regarding plan benefits and options. - Follow-up with members by clarifying the customer’s issue, determining the cause, identifying how to resolve situation, and explaining the solution. - Appropriately escalates member issues to management or other departments as required. - Consistently meets and/or exceeds the departmental standards including quality, productivity, and adherence to schedule and attendance. - Respond appropriately and in a timely fashion to member/internal staff/providers by with phone calls, omnichannel interactions, and in-person discussions with members concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures and job aids. - Take ownership of an issue, focusing on providing solutions and options for members, as necessary through resolution of member’s issue/s. - Increase member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion. - Coordinate resolution with providers and other departments as needed. - Participate in member calling projects assigned by management to support the overall Verda Health Plan goal of membership retention or for other purposes. - Follow policies and procedures and job aids to maintain efficient and complaint operations. - Communicates suggestions for improvement and efficiencies to management. - Identify and reports problems with workflows following proper departmental procedures. - Actively participate in departmental staff meetings and training sessions. - Follow all appropriate Federal and State regulatory requirements and guidelines applicable to Verda Health Plan operations, as documented in company policies and procedures. - Follow all HIPAA requirements. - Document interactions by completing applicable member forms and summarizing actions taken in applicable computer system and following standards set by the department or by other authorized individuals. - Proactively engage and collaborate with other departments as required. - Demonstrate personal responsibility and accountability by meeting attendance and schedule adherence expectations. - Achieve individual performance goals established for this position such as call quality, attendance, schedule adherence, and individual performance goals relating to call center objectives. - Other duties may be assigned in support of departmental goals. We'll put each as
- .
Now Requirements: list mandatory qualifications.
- Bilingual English/Spanish
- Strong communication skills in English/Spanish
- Ability to problem‑solve
- Consistently demonstrate empathy, respect, and patience
- Ability to multi‑task to excel in the role
- Ability to regularly sit/walk at a workstation in an office or cubicle setting; occasionally lift and/or move up to 25‑50 pounds
We could also include "Full-time employment" but that's job type.
Now Qualifications: preferred/trilingual.
- Additional consideration for candidates who are trilingual English/Vietnamese/Mandarin speakers.
Now Skills: list competencies.
- Integrity and Trust
- Customer Focus
- Functional/Technical Skills
- Written/Oral Communications
- Critical/Analytical Thinker
Now Benefits: list.
- 401(k)
- Paid time off (vacation, holiday, sick leave)
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
Now Schedule: details.
- Full‑time onsite (100% in‑office)
- Hours of operation: 9 am – 6 pm
- Standard business hours Monday to Friday; weekends as needed
- Occasional travel may be required for meetings and training sessions
We should not include Pay section.
Now ensure we don't repeat any boilerplate like EEO, legal, etc. We removed.
Now output HTML.
We'll wrap each section in maybe but not required. Just headings and content.
Let's produce:
About the role
...
Responsibilities
- ... ...
Requirements
- ... ...
Qualifications
- ...
Skills
- ... ...
Benefits
- ... ...
Schedule
- ... ...