Member Services Advocate

Gravie

2d•$17 - $22•Remote

About The Position

Gravie is hiring a class of 5 or more Member Services Advocates starting November 30, 2026, for its Gravie Care Member & Provider Services Team. The role serves as a first point of contact for members and providers, delivering support through inbound phone calls and emails. Advocates help people navigate health insurance, understand benefits, resolve claims issues, and address other plan-related questions. The position is remote and requires access to a quiet, professional workspace and reliable high-speed internet that meets Gravie’s minimum requirements. A high level of focus, professionalism, and independence is expected. The role follows a structured schedule, with availability for extended hours during the January–March peak season potentially required.

Requirements

1–2 years of experience in customer service or a call center environment.
A passion for helping people and a track record of resolving complex customer concerns through active listening, creative problem-solving, and empathy.
Strong written and verbal communication skills, including the ability to summarize information clearly and effectively.
High reliability and commitment to adhering to a structured work schedule.
Excellent attention to detail and strong organizational skills.
Experience entering and updating information in electronic systems or databases.
Proficiency navigating computers and multitasking across multiple platforms and systems, with solid typing skills.
Self-motivation and the ability to work effectively with people from diverse backgrounds and roles.
Ability to learn quickly and follow established processes accurately and efficiently.
A results-driven mindset and comfort working in a fast-paced, evolving environment.
For remote work, access to a quiet, professional workspace and reliable high-speed internet meeting the organization’s minimum requirements.

Nice To Haves

Previous experience in health insurance, healthcare, or a related field.
Familiarity with Microsoft Office and Google Suite.
An active Health Insurance Producer License, or willingness to obtain licensure if required.
Experience working with Medicare, Medicaid, or Marketplace plans.

Responsibilities

Deliver an empathetic and helpful customer experience, making each interaction simple and positive.
Respond professionally to inbound member and provider inquiries by phone and email.
Ask questions to understand issues and identify appropriate solutions or next steps.
Explain claims, benefits, eligibility, billing, provider networks, and prescription coverage using internal systems.
Listen actively and show compassion so callers feel heard and supported.
Record interactions clearly and thoroughly in the Customer Relationship Management (CRM) system.
Coordinate with internal departments, third-party vendors, and brokers or navigators to resolve issues and provide support.
Maintain a structured and reliable schedule; extended hours during the January–March peak season may be required.
Follow the Gravie CARE service model: Compassion, Advocacy, Resolution, and Education.
Embody Gravie’s values: Be authentic, stay curious, think creatively, and focus on outcomes.
Comply with privacy, confidentiality, security, HIPAA, and other regulatory requirements.
Meet or exceed expectations for call quality, schedule adherence, RSAT (Customer Satisfaction), After Call Work, and Call Answered%.