Provide concierge service support via phone and emails for clients’ employees.
Ensure a positive member experience by addressing benefit inquiries.
Educate members on available resources and resolve claims/service provider billing issues efficiently.
Manage high volume of incoming calls and emails explaining healthcare plan benefits.
Assist members with locating in-network physicians/facilities.
Outbound calls to provide eligibility/benefit information to healthcare service providers.
Collaborate with healthcare service providers, pharmacy, and insurance carriers to resolve problems.
Document call and email interactions according to standard procedure.
Build and retain relationships with plan members and clients.

High school diploma or equivalent.
Basic customer service skills with a friendly, professional demeanor.
Strong communication and interpersonal skills.
Willingness to learn and adapt to new processes.
Ability to thrive in a fast-paced environment.
Reliability, punctuality, and the ability to manage time efficiently while handling multiple duties at once.
6 months to 2 years of customer service experience in group benefits; 2 years is preferred.
Knowledge of healthcare benefits and the ability to communicate information to members.
Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.

Independent Member Advocate

Key skills