Member Advocate

eHealth

About The Position

Join us in creating a better way! At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally. Move your career forward while connecting countless people to the life-changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference. We are looking for enthusiastic and customer-focused individuals to join our Member Loyalty Team as Licensed Member Advocate. In this role, you will be responsible for taking customers through the post-enrollment journey, answering both inbound and outbound customer service calls fluidly, handling a high volume of calls, cross-selling additional products, and providing exceptional support to enhance member satisfaction and retention at eHealth.

Requirements

You must hold a resident state health insurance license or have the ability to obtain one.
You will have strong organizational, interpersonal, and communication skills.
You have the ability to handle high call volumes and manage multiple tasks simultaneously.
You have a high level of integrity and customer focus
You have previous customer service experience, preferably in a call center or similar environment.

Responsibilities

Handle inbound customer service calls from existing members, addressing questions about their plans, resolving issues between the carrier and the member, and providing information about our complimentary services.
Verify enrollment of new clients and complete post-enrollment activities to assist customers in their newly enrolled plan.
Identify and resolve member issues efficiently and effectively, ensuring a positive experience.
Assist members with questions related to their current plan, and explain benefits included in their plan and how to use them.
Cross-sell additional products to existing clients.
Answer outbound calls from a dialer and complete post-enrollment activities, along with helping members utilize their plan benefits included in their plans.
Accurately use the on-screen script and tools provided to help find client information, answer questions about our member’s plan, and efficiently document notes and outcomes of the interaction.
Demonstrate eHealth’s values in your behaviors, practices, and decisions.