Jedi Consular Padawan (Concierge)
Creating the raddest member experience possible. Whether supporting our members, clients or team members the Member services Lead Advocate leads with service. The Lead Advocate uses the force to develop solutions to member concerns and challenges. Like Yoda, the Lead Advocate helps guide others down the pathway to positive experiences through challenging situations. The Member Services Lead Advocate will help find Jedi Younglings and those strong with the force to join the mission. As Master Yoda teaches the Younglings, the Member Services Lead Advocate helps to train and develop team members to further the Revolution.
Responsibilities
Manage assigned member caseload via high-touch advocacy model with a focus on elevating the member experience and promoting engagement.
Communicate with external and internal customers through various channels (phone, email and letters) maintaining a positive, empathetic and professional attitude at all times.
Facilitate, influence and coordinate communication with members, clients, and medical providers.
Educate members on the benefit options available, ensuring proper understanding to maximize member engagement while preventing over-utilization.
Educate members on how to best utilize tools at their disposal.
Establish and build a strong rapport with members, clients, carriers and other stakeholders.
Track status and resolution of member inquiries and issues.
Act as point person for member inquiries, issues and concerns. Direct, guide, and ensure timely issue resolution and remediation.
Maintain accurate and complete documentation and follow-up records during all stages of the process
Collaborate with other internal and external stakeholders to address service issues and process/systemic enhancement opportunities.
Apply strong knowledge of HIPAA regulations
Performs other related duties as assigned.
Qualifications
Modest knowledge of various employee benefits products and policies.
Understand the laws and regulations around insurance products that will be written.
Excellent interpersonal skills.
Excellent written and verbal & non-verbal communication skills.
Proficient with technical skills in operations of a variety of platforms and equipment.
Ability to gather, process and follow through on information.
Ability to empathize with clients and prospects.
Ability to recognize and maintain confidentiality.
Understand how to adapt communication style to match the listener's level of knowledge and experience.
Knowledge of how and when different communication channels are appropriate.
Excellent ability to work independently and as part of a team.
Ability to be flexible in working with clients and other office personnel.
Ability to follow directions from others.
Education & Experience:
High school diploma or equivalent required; Bachelor's Degree preferred.
Active Health & Life license for applicable states not required, but preferred.
Experience in delivering client-focused solutions based on customer needs
Experience in office admin, billing, insurance, healthcare preferred.
