Member Advocate

POSITION SUMMARY

The BPO Member Advocate on the Provider Search Team is responsible for helping members understand their plan and locating providers who meet their needs and accept their coverage. This includes managing inbound calls related to provider searches and access inquiries, as well as making outbound calls to providers to explain the plan and confirm their acceptance status. The Member Advocate will also handle BPO Reference-Based Plan provider access calls in the queue, conduct outreach to verify provider acceptance, escalate access issues to management when necessary to support a 100% provider access success rate, and assist with additional projects and functions related to Core Value and other BPO Reference-Based products as business needs arise.

ESSENTIAL FUNCTIONS

• Handle inbound call inquiries for members looking for providers in their requested area.
• Handle outbound calls to various providers in the member’s requested discipline and geographic area to determine plan acceptance for the specific member.
• Coordinate with BPO Client Service Team Members and Manager to handle projects as assigned and assist with ad hoc reports.
• Fosters a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations.
• Maintain Customer Service Performance Standards for all BPO Clients.
• Meet and maintain all quality and performance metrics in place for the BPO Member Advocate call center.
• Provide a highly personalized member experience dedicated to educating members, providers, Employers, Brokers and Sales on the plan, coverage and the tools and resources that are available to them.
• Demonstrate strength and understanding of all workflows and business processes to execute the overall service strategy for BPO Clients

• Assist with various team projects as assigned.
• Perform other duties as assigned.

EDUCATION

• High school diploma or equivalent required.

EXPERIENCE AND SKILLS

• 1-2 years of Customer Service experience required
• 1-2 years’ experience in employee health and benefit plan administration preferred
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Proficient with Microsoft Office Suite or related software.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.

COMPETENCIES

• Communication
• Customer Focus
• Accountability
• Functional/Technical Job Skills

PHYSICAL DEMANDS

• This is an office environment requiring extended sitting and computer work.

WORK ENVIRONMENT

• Remote

Here at Allied, we believe that great talent can thrive from anywhere. Our remote friendly culture offers flexibility and the comfort of working from home, while also ensuring you are set up for success. To support a smooth and efficient remote work experience, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 100Mbps download/25Mbps upload. Reliable internet service is essential for staying connected and productive.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Compensation is not limited to base salary.  Allied values our Total Rewards, and offers a competitive Benefit Package including, but not limited to, Medical, Dental, Vision, Life & Disability Insurance, Generous Paid Time Off, Tuition Reimbursement, EAP, and a Technology Stipend.

Allied reserves the right to amend, change, alter, and revise, pay ranges and benefits offerings at any time.  All applicants acknowledge that by applying to the position you understand that the specific pay range is contingent upon meeting the qualification and requirements of the role, and for the successful completion of the interview selection and process.  It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.