Medicare Advantage Member Service Representative

Job Title: Medicare Advantage Member Services Representative (Columbus location)

Reports To: Manager, MyTruAdvantage Customer Service

Location Requirement: This position is based in Columbus, IN and is not eligible for remote work or relocation.

SIHO’s Member Services Representatives assist in creating an excellent experience for SIHO’s members and their providers. The primary responsibility of this position is to respond to member’s and providers inquiries. This position mainly responds to telephonic inquiries but may also be responsible for responding to written inquiries and assisting walk-in members. This is a non-exempt position.

Brief Description of Duties:

• Assist members with navigating their healthcare needs by explaining benefits, solving claim concerns, finding a doctor nearby or being their healthcare advocate
• Comply with regulatory requirements while addressing customer needs which may include complex benefit questions.
• Record details of inquiries, comments, complaints, and transactions.
• Escalate unresolved and pending customer grievances.
• Support teammates as business needs require to ensure the organization is meeting the needs of our members and providers
• Strive for first call resolution while demonstrating SIHO’s dedication to proactively work to resolve members questions and concerns.
• Work with partners in other departments, or to Doctors’ offices to help resolve a customer concern.
• Support your teammates as business needs require to ensure we are meeting the needs of our customers.
• Performs other relevant duties deemed necessary to achieve department and company-wide goals.

Traits we are looking for:

• Trustworthy Empathic Proactive
• Compassionate Good Listener Problem Solver
• Communicator Patient Personable & Collaborative

Schedule & Work Environment:

• Full-time position with hybrid work arrangement (3 days in office, 2 days remote)
• Annual schedule divided into two seasons:

Peak Season (October 1 - March 31)

• Team coverage required 7 days/week, 8am-9pm
• Available shifts: 8am-5pm, 9am-6pm, 12pm-9pm (remote), and 10am-7pm as needed
• Weekend requirement: Minimum 2 weekends per month (remote shifts 12pm-9pm or 10am-7pm)
• Schedules provided one month in advance with consideration for employee preferences

Off-Peak Season (April 1 - September 30)

• Monday-Friday coverage between 8am-9pm
• Available shifts: 8am-5pm, 9am-6pm, or 12pm-9pm (remote)
• Must work one late shift per week (either 9am-6pm or 12pm-9pm)

Note: This position supports Medicare Advantage/MyTruAdvantage products, requiring weekend availability during peak season to ensure continuous member support.

Minimum Skills Requirement:

• Possess a passion for customer service
• Excellent communications (oral and written) and strong listening skills
• General knowledge and understanding of health insurance
• Knowledge of Medicare Advantage is preferred, but not required
• This job calls for strong emotional intelligence to proactively provide solutions, ensuring the member's health and safety
• Ability to maintain attendance to support required quality and quantity of work
• Professional appearance and presence
• Commitment to support and maintain confidentiality in conformance to HIPAA guidelines

Required Education:

• High School Diploma and 2 years of Customer service experience
• Working experience of Microsoft Office or other comparable software

*All positions are subject to change based on the needs of the business

Qualifications

Our Vision

SIHO aims to redefine what organizations and members expect from their health plan by creating stronger connections, better outcomes, and a more human-centered experience.