Member Services Advocate

The role

You will serve as a first point of contact for members and providers via inbound calls and emails. You will support inquiries related to health insurance, including navigating plans, understanding benefits, and resolving claims issues.

What you will do

• Deliver an outstanding, empathetic customer experience.
• Respond professionally to inbound inquiries from members and providers via phone and email.
• Ask thoughtful questions to identify appropriate solutions or next steps.
• Explain claims, benefits, eligibility, billing, provider networks, and prescription coverage.
• Record all interactions in the Customer Relationship Management (CRM) system.
• Partner with internal departments, third-party vendors, and brokers/navigators.
• Uphold the Gravie CARE service model.
• Ensure compliance with privacy, confidentiality, and security protocols including HIPAA.
• Meet or exceed performance expectations in call quality, adherence, RSAT, After Call Work and Call Answered%.

Required qualifications

• 1-2 years of experience in customer service or a call center environment.
• Track record of resolving complex customer concerns using active listening, creative problem-solving, and empathy.
• Strong written and verbal communication skills.
• High reliability and commitment to a structured work schedule.
• Excellent attention to detail and strong organizational skills.
• Experience entering and updating information in electronic systems or databases.
• Proficiency navigating computers and multitasking across multiple platforms.
• Solid typing skills.
• Ability to learn quickly and follow established processes.
• Results-driven mindset.
• Access to a quiet, professional workspace and reliable high-speed internet.

Nice to have

• Previous experience in health insurance, healthcare, or related fields.
• Familiarity with Microsoft Office and Google Suite.
• Active Health Insurance Producer License or willingness to obtain licensure if required.
• Experience working with Medicare, Medicaid, or Marketplace plans.

Benefits

• Standard health and wellness benefits
• Alternative medicine coverage
• Flexible PTO
• Up to 16 weeks paid parental leave
• Paid holidays
• 401k program
• Transportation perks
• Education reimbursement
• 2 days of paid paw-ternity leave

About the company

Gravie creates health benefits for small and midsize businesses and their employees. The company is led by industry veterans and is well capitalized.