Member Services Advisor

About Our Client

The organization operates in the healthcare industry, serving diverse populations including Medicare and Medicaid beneficiaries, families, individuals, and military personnel. It addresses challenges in delivering accessible, high-quality health services and insurance solutions aimed at improving overall health outcomes. The company integrates insurance and healthcare services to enhance care delivery and support the well-being of the communities it serves.

About the Opportunity

The Member Services Advisor (Consumer Experience Lead) is a key role focused on driving membership growth, retention, and improving the overall member experience. The position leads efforts to analyze customer feedback, identify and remove friction points, and implement strategies that enhance member engagement and satisfaction. This role contributes by overseeing key performance indicators, leading cross-functional workgroups, and coordinating with multiple teams to ensure a high-quality, culturally competent consumer experience.

Responsibilities

• Advocate for members and coordinate communications
• Collaborate with relevant departments to resolve member issues
• Ensure timely resolution of inquiries and maintain service standards
• Assist members in accessing integrated medical and behavioral health care
• Advise leadership on developing functional strategies related to consumer experience
• Lead the Member Experience Workgroup and drive engagement initiatives
• Oversee member benefits, services, and incentives
• Serve as the market contact for various services and operational teams
• Develop strategies to improve survey performance and consumer outcomes

Requirements

• Bachelor's degree
• Residence in South Carolina
• Ability to travel up to 10% within the state
• Minimum 8 years of consumer operations experience
• At least 2 years of project leadership experience
• Experience in strategy development to improve performance and consumer experience
• Skills in identifying optimization and automation opportunities
• Analytical skills including program evaluation and optimization
• Strategic thinking, planning, organization, and attention to detail

Preferred Qualifications

• Graduate degree
• Background in Clinical Program Valuation
• Knowledge of internal policies and systems of the organization

Pay

Starting base pay estimated between $104,000 and $143,000 per year, varying by location and individual qualifications. Eligible for bonus incentive based on company and/or individual performance.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement savings plan
• Paid time off including company and personal holidays
• Paid parental and caregiver leave
• Short-term and long-term disability insurance
• Life insurance