Member Services Advocate

TEKsystems•Austin, TX

5d•$18 - $18•Remote

About The Position

This is a Contract to Hire position. The Member Services Advocate is responsible for taking care of members through calls and emails. This role will process open enrollment, discuss consumer-driven products, assist with COBRA enrollment payment questions, reset passwords on websites, help complete wellness exams on the company website, and answer general benefit questions.

Requirements

Member Services
Customer Care
MS Word
Windows
MS Excel
Customer Service
Healthcare
Medical
Benefits
Typing
Customer support
Customer service call center
Customer service
Healthcare
inbound and outbound calls
inbound call

Responsibilities

Answers inbound phone calls and emails from members, answering questions on a wide variety of topics including medical, dental, vision and prescription benefits, spending accounts, wellness programs, open enrollment and COBRA processes, among others.
Accurately completes tasks including insurance benefit and eligibility verification, open enrollment of benefits, updating member contact information, resetting TXHB Online passwords, and ordering member ID cards and spending account cards.
Assists with Qualifying Life Events and benefit coverage.
Builds rapport with members and provides personalized service.
Proactively identifies opportunities to educate membership on special TXHB programs and value-added benefits.
Promotes the use of TX Health Benefits Pool website and online tools to members.
Communicates and explains complex issues and properly escalates interactions when needed.
Thoroughly documents interactions and completes any follow up steps in a timely manner.
Actively manages cases and works collaboratively with other departments and supervisors to ensure resolution.
Conducts proactive outbound calls designed to improve the member experience.
Identifies potential trends/issues related to member experience and escalates those to management as appropriate.