Membership Services Advocate
$35,360–$35,360 year
On-siteOrlando, Florida, United States
Job Summary
Conduct proactive outbound member engagement activities including welcome, onboarding, education, and outreach campaigns to improve member experience. Educate members on plan benefits, coverage information, and key actions using approved scripts while anticipating questions related to Medicare enrollment and plan transitions. Respond to inbound inquiries generated through engagement activities, providing issue resolution and exceptional customer service. Accurately document all member interactions and completed outreach activities in applicable systems while meeting quality, compliance, and productivity expectations. Participate in specialized training to demonstrate proficiency in member engagement workflows and Medicare knowledge. This temporary position in Orlando, Florida, offers the potential to transition to a long-term opportunity based on business needs and performance.
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 multitask within multiple software programs simultaneously
- Exceptional customer service skills
- Demonstrating empathy
- Active listening
- Professionalism in every interaction
- Strong verbal and written communication skills
- Ability to explain complex information clearly
- Ability to prepare routine correspondence
- Ability to engage effectively across phone and email
- Excellent problem-solving skills
- Critical thinking skills
- Conflict-resolution skills
- Ability to de-escalate sensitive situations calmly and professionally
- Detail-oriented
- Highly organized
- Ability to accurately document customer interactions
- Ability to manage multiple priorities in a fast-paced environment
- Technically proficient
- Comfortable navigating multiple systems, applications, and tools simultaneously
- Ability to read, interpret, and apply internal policies, procedures, safety guidelines, and operational instructions
- Sound judgment
- Professionalism
- Resilience when working under pressure
- Ability to handle frequent interruptions
- Ability to manage emotionally charged situations
- Proficient in a Windows-based environment
- Working knowledge of Microsoft Office applications, including Word, Excel, and Outlook
- Ability to navigate multiple software applications simultaneously
- Ability to perform essential job functions in a fast-paced environment
- Ability to deliver a compassionate, consultative member experience
- Ability to reduce confusion
- Ability to increase satisfaction
- Ability to support a smooth transition into plan coverage
- Ability to identify member needs during outreach
- Ability to provide accurate guidance, education, and resolution
- Ability to escalate issues when appropriate
- Ability to respond to inbound member inquiries
- Ability to provide education, issue resolution, and exceptional customer service
- Ability to conduct proactive outbound member engagement activities
- Ability to deliver personalized assistance
- Ability to ensure a seamless and positive experience
- Ability to address common questions and areas of confusion associated with Medicare enrollment
- Ability to promote understanding and confidence
- Ability to anticipate and address common questions
- Ability to provide education on plan benefits
- Ability to provide important coverage information
- Ability to provide key actions members may need to take
- Ability to use approved scripts and educational resources
- Ability to build meaningful connections with members
- Ability to provide responsive support
- Ability to maximize the value of their benefits
- Ability to maintain a high level of service and customer satisfaction
- Self-motivated
- Dependable
- Adaptable
- Commitment to continuous learning
- Commitment to professional development
- Commitment to knowledge sharing
- Ability to maintain compliance with all federal, state and local laws, rules and regulations affecting Company
- Ability to participate in quality assurance, compliance and in-service and continuing education activities as requested by Company
- Ability to perform other duties and responsibilities as required
Desired Qualifications
- Associate degree
- Completed coursework or earned a degree in a healthcare-related field
- Experience serving or supporting senior citizens
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