Member Advocate

Valenz•Phoenix, AZ

8d•Remote

About The Position

As a Member Advocate, you’ll serve as a trusted resource for members navigating healthcare decisions through the Valenz Bluebook platform. You’ll help members better understand healthcare costs, identify quality care options, and maximize available incentives while delivering a supportive, high-touch experience across phone, email, and chat. This role plays an important part in improving member engagement and satisfaction by making healthcare navigation simpler, more transparent, and easier to access.

Requirements

1+ year of experience in customer support, member services, healthcare navigation, call center operations, or another customer-facing role focused on problem-solving and service.
Strong communication skills across phone, written, and digital channels.
Excellent customer service instincts with the ability to build trust and create positive member experiences.
Strong critical thinking, problem-solving, and active listening skills.
High level of organization, attention to detail, and accountability.
Ability to manage sensitive information with confidentiality and professionalism.
Comfortable learning new systems and technology platforms in a fast-paced environment.
Must be US based, in a location where you can work effectively and comply with company policies such as HIPAA.

Nice To Haves

Experience supporting members, patients, or customers within healthcare, health insurance, benefits, or healthcare navigation environments.
Experience with Salesforce or similar CRM platforms.
Bachelor’s degree.

Responsibilities

Serve as a trusted resource for members by helping them navigate healthcare decisions, understand healthcare costs, and identify quality care options through the Valenz Bluebook platform.
Deliver a high-touch, member-focused experience across phone, email, and chat, ensuring every interaction is supportive, informative, and solution-oriented.
Guide members through provider searches, treatment planning, healthcare pricing comparisons, and available rewards opportunities to support informed care decisions.
Educate members on incentive programs and explain how selecting Fair Price (Green) providers can help reduce healthcare costs and unlock rewards.
Support members with account-related needs, including login assistance, access issues, and general platform navigation.
Collaborate closely with the Member Concierge team to triage more complex cases and ensure members are connected to the appropriate level of support.
Maintain accurate documentation of member interactions, case details, and outcomes within internal systems.
Partner with internal teams, including Engagement, Product, and Rewards, to share member feedback and contribute to ongoing member experience improvements.
Participate in cross-functional meetings and initiatives as a voice of the member, helping identify trends, pain points, and opportunities for improvement.
Perform other duties as assigned.
Reasonable accommodation may be made to enable individuals with disabilities to perform essential duties.

Benefits

Generously subsidized company-sponsored Medical, Dental, and Vision insurance, with access to services through our own products, Healthcare Blue Book and KISx Card.
Spending account options: HSA, FSA, and DCFSA
401K with company match and immediate vesting
Flexible working environment
Generous Paid Time Off to include vacation, sick leave, and paid holidays
Employee Assistance Program that includes professional counseling, referrals, and additional services
Paid maternity and paternity leave
Pet insurance
Employee discounts on phone plans, car rentals and computers
Community giveback opportunities, including paid time off for philanthropic endeavors