Member Advocate - Customer Service Representative

The Doctors Company•East Lansing, MI

1d•Hybrid

About The Position

The Doctors Company has an opportunity for a Member Advocate to join our collaborative and dynamic team. Our Member Advocates are a vital part of the Underwriting Team and are often the face of the company, providing best imaginable customer service and support related to medical malpractice insurance policies. If you’re motivated by meaningful work, continuous learning, and delivering excellent service in a fast-paced setting, this role may be a great fit. This is a hybrid opportunity in the company's East Lansing, MI office. The schedule for this position is 8am - 5pm EST. Our Member Advocates are the first point of contact, providing exceptional customer service in a fast-paced call center environment. On average, Member Advocates resolve approximately 40-60 inbound calls per day, along with additional off-phone task processed in-between calls. Member Advocates communicate essential concepts to our members and external partners, covering topics such as billing details, online portal troubleshooting, policy changes, general coverage information, and credentialing processes. This role proactively anticipates member needs and problem-solves to ensure accurate, first call resolutions. This position requires strict schedule adherence, effective time management, and consistent follow-up of tasks and member requests. Performance is measured through schedule adherence, quality assurance evaluations, productivity, and customer satisfaction survey results.

Requirements

High school graduate or GED required
One to three (1-3) years of customer service experience preferred
Excellent attention to detail and documentation skills
Strong verbal and written communication
Proficiency within Microsoft suit of products, including Word, Excel, and Outlook
Ability to convey difficult messages and policy details with clear and empathetic communication
Ability to learn and retain new skills

Responsibilities

Receive, research, document, and resolve inbound inquiries efficiently and accurately.
Process high volume, time sensitive transactions accurately, with attention to detail.
Maintain accurate and detailed documentation of all interactions in policy and filing systems.
Explain insurance terms such as endorsements, billing changes and information, and policy changes in a clear, professional manner.
Route claims, risk management, and coverage inquiries to the appropriate departments.
Meet or exceed call center performance metrics including quality, accuracy, and productivity standards.
Ensure all processing activities are accurately completed
Perform other assignments as requested and directed by management

Benefits

medical, family and bereavement leave
same-sex domestic partner benefits
short- and long-term disability programs
employee assistance program
Health, dental, and vision insurance
Health care tax-free spending accounts with a company match
401(k) and Roth IRA with company match, as well as catch-up plans for both
Vacation days, sick days, and paid personal days each calendar year (with vacation increases based on length of service)
Paid holidays each calendar year
Life and travel insurance
Tax-free commuter benefits
In-person and online learning opportunities
Cross-function career opportunities
Business casual work environment
Time off to volunteer
Matching donations to qualifying nonprofit organizations
Company-sponsored participation at non-profit events