Member Services Advocate
Current- Strive to exceed expectations by ensuring members and providers experience a streamlined and effortless process.- Politely address inquiries from members and providers via phone or email.- Assess member and provider needs through thorough questioning, offering tailored recommendations aligned with health insurance products and programs.- Relay accurate claims and benefits details from internal platforms to assist callers effectively.- Evaluate and propose health insurance options that align with members' specific requirements.- Clarify application steps, payment procedures, and application status to ensure member comprehension.- Exhibit empathy and attentive listening during all interactions.- Thoroughly document interactions in the Customer Relationship Management (CRM) system with professionalism.- Collaborate with external parties, such as navigators/brokers and internal departments, to fulfill caller needs.- Maintain flexibility in work hours, including early mornings, evenings, or weekends as required by business demands.- Uphold the Gravie CARE (Compassion, Advocacy, Resolution, Education) service model and company-wide core competencies of authenticity, curiosity, creativity, and outcome orientation.
