Member Experience Advocate

Title: Member Experience Advocate

Pay: $18-20/hr

Onsite: Columbia, TN

Benefits: This position is eligible for medical, dental, vision, and 401(k).

BASIC FUNCTION

The Member Experience Advocate I supports the efforts of the Member Experience Manager. The

Member Experience Advocate I is accountable to resolve Member Service inquiries from internal and

external customers in a timely manner. This position is responsible for accurately documenting each

inquiry into the Salesforce/Broker Portal system using the format designed and taking appropriate

action to resolve the caller's inquiries. With strong communication and organizational skills, the

Member Experience Advocate I assists their leadership and team in achieving goals, objectives, and

improvements.

GENERAL RESPONSIBILITIES

The Member Experience Advocate I is accountable to provide an excellent level of service to internal as

well as external customers. The Member Experience Advocate I will also coordinate responsibilities

with those of the Member Experience Team Leader to:

• Develop career path advancement goals and meet them annually

• Direct claims calls to UMR or Medicare Supplement Specialist as applicable

• Effectively communicate and accurately document Member Experience inquiries in the

Salesforce/Broker Portal system

• Identify and communicate to the Team Leader any OLH changes/recommendations

• Identify and report system issues

• Knowledgeably and accurately manage the Member Experience inboxes

• Maintain monthly, passing quality performance goal of 90 as established by the department

• Meet department monthly scorecard goal of 90

• Manage multiple projects and priorities

• Must be meeting corporate absentee percentage of 2.7%

• Perform miscellaneous projects as assigned by leadership

• Professionally handle incoming/outgoing telephone calls from internal and external customers

while taking appropriate action to resolve the situation

• Professionally handle Membership calls from both internal and external customers

• Professionally work with other departments/county representatives

• Proficient in handling Customer Service inquiries

• Perform some Billing related calls

• Stay up to date with on-line help (OLH) resources and participate in annual OLH review

• Successfully and professionally work as part of a team

• Successfully complete the required training

• Take initiative for self-growth through continuing education/credentialing courses

• Work independently to research and determine cause of problem and effect of resolution with

minimal assistance

• Work overtime as needed

QUALIFICATIONS

Education: A high school diploma or equivalent is required

Work Experience: The Member Experience Advocate I is preferred to have Customer Service

experience of at least 1 year. If a current internal employee applies, they must be meeting the minimum

performance expectations.

Skills/Competencies: A successful candidate for the Member Experience Advocate I will possess the

following skills and/or competencies.

• Ability to manage multiple projects and priorities

• Ability to work independently and take initiative

• Efficient in call logging skills

• Excellent Customer Service skills

• Excellent interpersonal skills

• Excellent oral and written communication skills

• Excellent organizational skills

• Excellent time management skills

• Proficient in Microsoft Word, Outlook, and Excel

• Sound decision making and problem-solving skills

• Strong analytical skills

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.