Membership Service Advocate - Outbound (A28)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Summary:

This position is dedicated to proactive member engagement through outbound outreach and inbound member support associated with member engagement campaigns. The Member Services Advocate provides education, guidance, and issue resolution while delivering a positive member experience that supports onboarding, engagement, and ongoing satisfaction. The role is responsible for managing member interactions across both outbound and inbound channels while meeting quality, compliance, and service expectations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES : 

• Conduct proactive outbound member engagement activities, including welcome, onboarding, education, and other outreach campaigns designed to improve the member experience. 

• Educate members on their plan benefits, important coverage information, and key actions they may need to take, using approved scripts and educational resources.

• Anticipate and address common questions and areas of confusion associated with Medicare enrollment, plan transitions, and member onboarding to promote understanding and confidence.

• Deliver a compassionate, consultative member experience focused on reducing confusion, increasing satisfaction, and supporting a smooth transition into plan coverage.

• Identify member needs during outreach and provide accurate guidance, education, and resolution, escalating issues when appropriate.

• Respond to inbound member inquiries generated through member engagement activities, providing education, issue resolution, and exceptional customer service. 

• Accurately document member interactions and completed outreach activities in applicable systems while meeting quality, compliance, and productivity expectations.

• Participate in specialized training and demonstrate proficiency in member engagement workflows, Medicare knowledge, and campaign-specific processes. 

Requirements:

• Associate Degree preferably in Healthcare 
• Minimum 3 years working in a fast paced high volume call center environment, retail customer 
• service, preferably in healthcare or hospitality
• Ability to multi-task effectively with strong attention to detail when documenting customers reasons for calling
• Excellent written communication skills 
• Excellent problem-solving abilities - Must love customer service with excellent listening skills, 
• demonstrate empathy and the ability to educate customers
• Ability to de-escalate matters in a calm and professional manner
• Comfortable with technology and navigating numerous systems simultaneously
• Unwavering dedication to serving a customer that has complex needs
• Requires strong technical skills with Microsoft Office (Excel, word, and Outlook)
• Must have an energetic phone presence - professional etiquette over the phone, through written and face to face communication 
• Self-motivated, confident, reliable and commitment to customer satisfaction 
• Adherence to following internal policy 
• Ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others
• Ability to break down complicated information into simple messages for the caller