MEMBER EXPERIENCE ADVOCATE

PERMA FAIR•Camden, NJ

11d•$50,000 - $65,000•Onsite

About The Position

The Member Experience Advocate is responsible for delivering exceptional service and support to members, ensuring their needs are met efficiently and effectively. This role focuses on enhancing member satisfaction, resolving inquiries, and fostering positive relationships to promote loyalty and trust. You will also work closely with physicians and facilities to facilitate care focused consistently on delivering a white glove member experience. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer experience.

Requirements

High school diploma or equivalent required; associate’s degree preferred.
2+ years of experience in customer service, member advocacy, or a related field.
Minimum 2 years of healthcare experience.
Minimum 2 years of experience working with third party administrator (TPA).
Minimum 2 years of experience working with Reference Based Pricing (RBP) methodology.
Experience with triage- appropriate prioritization of requests based on both business and medical considerations.
Ability to identify opportunities to streamline workflows and enhance the member experience.
Knowledge of medical benefit plans.
Ability to maintain a high level of integrity and confidentiality of medical information.
Strong organizational skills.
Strong time management skills.
Exceptional verbal and written communication skills.
Strong interpersonal skills with the ability to empathize and connect with members.
Problem-solving and critical-thinking abilities.
Proficiency in Microsoft 365 tools (e.g., Outlook, Teams, Excel) and CRM systems.
Ability to multitask and prioritize in a fast-paced environment.
Detail-oriented and organized.
Positive attitude and a commitment to delivering excellent service.
Adaptable and open to feedback for continuous improvement.
Authorized to work in the United States on a full-time basis without Company sponsorship.

Responsibilities

Serve as the primary point of contact for members, addressing inquiries via phone, email, chat, or other communication channels.
Provide accurate information regarding products, services, policies, and procedures.
Resolve member concerns promptly and professionally, escalating issues when necessary.
Build and maintain positive relationships with members by understanding their needs and delivering personalized solutions.
Actively listen to member feedback and identify opportunities to improve their experience.
Investigate and resolve member complaints or issues, ensuring timely and satisfactory outcomes.
Collaborate with internal teams to address complex problems and implement solutions.
Identify trends in member inquiries and recommend process improvements to enhance efficiency and satisfaction.
Contribute to the development of best practices and training materials for member support.
Maintain accurate records of member interactions, inquiries, and resolutions using company systems.
Adhere to company policies, procedures, and regulatory requirements.
Ensure all communications align with organizational values and standards of professionalism.