Membership Service Advocate - Outbound
$33,280–$33,280 year
On-siteOrlando, Florida, United States
Job Summary
Conduct proactive outbound member engagement activities, including welcome, onboarding, education, and outreach campaigns designed to improve the member experience. Educate members on their plan benefits, important coverage information, and key actions they may need to take, using approved scripts and educational resources. Respond to inbound member inquiries generated through member engagement activities, providing education, issue resolution, and exceptional customer service. Accurately document member interactions and completed outreach activities in applicable systems while meeting quality, compliance, and productivity expectations. Anticipate and address common questions associated with Medicare enrollment, plan transitions, and member onboarding to promote understanding and confidence.
Required Qualifications
- High school diploma or equivalent
- Minimum of one (1) year of experience in a high-volume customer service contact center environment
- Above average computer skill
- Ability to work in a Windows environment
- Ability to multi-task effectively
- Strong attention to detail
- Excellent written communication skills
- Excellent problem-solving abilities
- Must love customer service
- Excellent listening skills
- Ability to educate customers
- Ability to de-escalate matters in a calm and professional manner
- Comfortable with technology
- Ability to read and interpret documents
- Ability to communicate well orally and in writing in the English language
- Ability to work efficiently in stressful environment
- Must possess familiarity with office software including Word, Excel, and Outlook
Desired Qualifications
- Associate degree
- Degree in a healthcare-related field
- Experience serving or supporting senior citizens
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