Senior Service Advocate

About the role

This organization operates in the healthcare sector, focusing on improving health experiences by making them more connected, convenient, and compassionate. The program supports individuals and families by simplifying access to healthcare services, emphasizing safety, quality, and accountability across its operations.

The Senior Service Advocate serves as the primary contact for Individual Medicare members, addressing their service inquiries and requests via telephone. This role is essential in ensuring members receive accurate information, timely issue resolution, and guidance tailored to their needs, thereby enhancing overall member satisfaction and supporting the organization’s mission to provide accessible healthcare.

Responsibilities

• Handle inbound calls from Medicare members as the primary contact for service-related questions and requests
• Verify member information and accurately document interactions and outcomes
• Research and resolve member concerns using various tools, policies, and resources
• Educate members on benefits, coverage, and available resources with clear and respectful communication
• Support members with medical concerns by following approved processes and connecting them to proper resources
• Manage multiple tasks during and after calls, including notes, follow-ups, and case updates, while maintaining quality and productivity
• De-escalate difficult calls by maintaining calm and empathy, working toward resolution and member satisfaction
• Meet or exceed performance standards related to quality, timeliness, and service experience
• Collaborate with internal partners to resolve member issues and ensure commitments are fulfilled

Requirements

• Minimum of 1 year customer service experience
• Residency within EST or CST time zones
• Ability to build trust and understand member needs fully
• Ability to multitask effectively while maintaining performance standards
• Professionalism and positive image when interacting with members
• Strong member focus utilizing all resources to ensure satisfaction
• Demonstrated functional expertise and leadership capability
• Strong communication skills
• High School diploma or GED equivalent
• Preferred: Experience with Microsoft Office
• Preferred: At least 1 year of Medicare service experience

Pay

The typical pay range for this role is $18.50 to $35.29 per hour, with actual salary determined by experience, education, location, and other factors.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs