Member Service Advocate

Title: Member Service Advocate-27

Location: Canton MA

Full time

Remote

Job Description:

Who We Are

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. 

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health.

Job Summary

Under the general direction of the Service Center Supervisor, the Member Services Advocate provides exceptional customer service, navigating the complexities of the healthcare system, dressing inquiries, resolving issues and ensuring members have a positive experience with Point 32 Health. The Member Service Advocate is a member champion to resolve issues internally with a wide variety of departments and interacting externally with providers, employers, brokers and provider billing offices to assist with issue resolution. A candidate should be proficient in working in multiple systems at once while doing real-time analysis of data and documentation to resolve member inquiries.

Training Hours: 8:30 AM – 5:00 PM EST, M - F. Must have 100% attendance during training.
Working as a Member Advocate provides you with hands-on experience to grow your career with Point32Health. With demonstrated initiative and strong performance, you will gain exposure across a multitude of functions providing you with opportunities for advancement. A Member Services Advocate can grow not only within the department but also throughout Point32Health.

Job Description

• Inbound Call Management- Handle inbound calls from members with professionalism and attentiveness, addressing inquiries related to health insurance benefits, coverage, claims and eligibility.
• Health Care System Navigation- support and advocate for members to ensure that they receive the care/support needed
• Problem Resolution- Provide education and guidance to members about their Point32Health benefits and take ownership of each call to ensure that issues are resolved promptly and accurately. Follow up with members as needed to ensure complete resolution.
• Member Engagement- Assist members in understanding and accessing theit benefits and educate members on how to use self service tools, deliver proactive/anticpatory service
• Documentation and Reporting- Record call details and member interactions in the system accurately, ensuring that all relevant information is documented for future reference and reporting ensuring HIPPA, State and Federal regulations and confidentiality standards are met.
• Team Collaboration- Work collaboratively with other team members and departments to address complex issues and ensure a seamless member experience.
• Member Experience- As a brand ambassador for Point32Health, go above and beyond to ensure member satisfaction, proactively identifying and addressing needs and concerns.
• Continuous Improvement- Represent the voice of the customer by contributing to continuous improvement initiatives and providing feedback on member interactions and suggesting process enhancements.
• Metrics & Goals- Adhere to assigned schedules to ensure appropriate phone queue coverage & meet or exceed department established key performance indicators
• Member Retention & Outbound Campaigns- Execute outbound calls to improve the member experience and assist in member retention
• Compliance and Policy Adherence-Ensure all interactions are HIPAA compliant and  adhere to state and federal regulations
• Other duties as assigned.

Qualifications – what you need to perform the job.

Education, Certification and Licensure

Required: Associate degree or equivalent work experience

Preferred: Bachelor’s degree or equivalent work experience preferred.

Experience (minimum years required):

Required

• 0-2 years of relevant experience.

Preferred

• Customer service experience in health care, call center or corporate office.
• Knowledge of medical terminology.
• Prior experience training and working in a virtual/remote setting.

Skill Requirements

• Customer Service Expertise- Demonstrated ability to provide exceptional service, including active listening, empathy, and clear communication with members.

• Empathy- Ability to put yourself in someone else’s shoes and demonstrate compassion.

• Product Knowledge- Strong understanding of health insurance products, policies, and industry regulations, or the ability to quickly learn and apply new information.

• Problem-Solving/Critical Thinking Skills- Adept at identifying issues, analyzing information, and providing effective solutions in a timely manner.

• Communication Skills- Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.

• Attention to Detail- High level of accuracy in handling member information, processing requests, and documenting interactions.

• Multitasking Ability- Capable of managing multiple tasks simultaneously while maintaining focus and efficiency.

• Technical Proficiency- Comfortable using computer systems, CRM software, and other relevant technology to manage member interactions and data.

• Adaptability- Ability to adjust to changing priorities and new processes in a dynamic work environment.

• Team Collaboration- Strong people skills with the ability to work effectively with team members and contribute to a positive work atmosphere.

• Conflict Resolution- Skilled in managing and resolving conflicts and complaints with professionalism and patience.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

for providing an accurate and thorough interpretation of Point32Health benefits, eligibility, claim processing and enrollment policies to members    

Salary Range

$22.00 -$22.00

Compensation & Total Rewards Overview

The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization.  The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage

• Retirement plans

• Paid time off

• Employer-paid life and disability insurance with additional buy-up coverage options

• Tuition program

• Well-being benefits

• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

We welcome all
All applicants are welcome and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting.