Member Advocate

About the position

At Collective Health, we’re transforming how employers and their people engage with their health benefits by seamlessly integrating cutting-edge technology, compassionate service, and world-class user experience design. Collective Health is hiring for its Member Services team in Lehi, UT! At Collective Health, we believe Healthcare should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. As Collective Health grows so does our team of passionate Member Advocates to question the industry's status quo. Member Advocates are part of our Customer Experience team and are the first point of contact to support and guide our members through their health care benefits questions. We look for Members Advocates that are motivated by thoughtful perseverance to find solutions to complex issues in the health benefits industry and who will elevate our customer service to the next level. We put the 'care' back in healthcare by finding the answers to problems that no one has dared to solve. Our Member Advocate team treats all Member inquiries with a concierge level of service that is distinctive to the Collective Health customer support team. As a Member Advocate, you will immerse yourself in a rapidly-evolving healthcare industry, while mastering skills in operational efficiency and external professionalism. This role includes 4 weeks of training to prepare you for success.

Responsibilities

• Learn health insurance, benefits and network plans to solve challenging member problems through research, technology, and most meaningfully, empathy
• Connect with members via phone, email and chat and address and resolve a variety of member inquiries to help people understand, navigate, and pay for healthcare
• Collaborate with other teammates of the Member Services department to find strategic solutions to member issues
• Support and cultivate office culture that aligns with Collective Health values and incorporates the outstanding aspects of the team
• Report into a Team Lead

Requirements

• Have a want to help others with healthcare situations and have a resiliency mindset that can consistently create empathy with each and every one of our members
• Have outstanding interpersonal communication skills, both written and verbal, and will use this to navigate sophisticated and moving member inquiries
• Ability to adapt well in a fast-paced high volume environment to deliver personalized and eloquent member service
• Ability to learn new software programs and adapt quickly to new processes
• Technologically savvy
• Maintain composure and compassion when balancing a high volume of tasks

Nice-to-haves

• 1+ years of experience in a fast paced work environment
• 1+ years experience in customer-facing role
• Bilingual (English/Spanish) is a plus
• Prior healthcare experience
• Bachelor's or Associate's degree

Benefits

• Health insurance
• 401k
• Paid time off
• Stock options