Member Services Advocate

Job Description

Receive inbound calls from members who are enrolled in a Medicare, Medicare Advantage or Medicaid plan. Assist those members with taking orders for items sponsored by the plan, update account information, provide plan information and resolve issues with utilization of the plan benefit. Place outbound calls as directed and necessary for member resolution.

Essential Duties And Responsibilities:

• Update account information such as change of address or phone numbers.
• Research members that have a benefit disputes.
• Educate members on how the plan works, including benefits, participating retail markets (if applicable) and items or products and services covered through the benefit.
• Submit catalog requests and retail card replacements to be mailed out upon member request.
• Educate and assist members with website registration, utilization and how to order through the online ordering app.
• Educate and assist members to use the mobile app.
• Make concise and detailed notations as it pertains to member records.
• Answer questions pertaining to mailings sent out by the Health plan.
• Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Respond promptly when returning telephone calls and replying to correspondence.
• Act, dress, and behave in a professional manner to reflect a positive image of the company.

Education And Experience:

• High school diploma or equivalent.
• Minimum 6 months customer service experience is preferred.
• Previous customer service experience is preferred or any equivalent combination of related training and experience.
• Above average computer skill is required, including the ability to work in a Windows environment and multitask within multiple software programs simultaneously.

About Us:

Who We Are: Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members. How so? We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans.

Our Mission: To improve health plan operations and elevate the customer experience.

Our Vision: Empowering health plans to excel through technology, service and advisory experience.

Our Values: Integrity First - Inspired Teamwork - Compliance Matters