Senior Service Advocate

This is a Fully Remote Job

1. About Our Client:

This organization operates in the healthcare sector, focusing on improving health experiences by making them more connected, convenient, and compassionate. The program supports individuals and families by simplifying access to healthcare services, emphasizing safety, quality, and accountability across its operations.

2. About the Opportunity:

The Senior Service Advocate serves as the primary contact for Individual Medicare members, addressing their service inquiries and requests via telephone. This role is essential in ensuring members receive accurate information, timely issue resolution, and guidance tailored to their needs, thereby enhancing overall member satisfaction and supporting the organization’s mission to provide accessible healthcare.

3. Responsibilities:

• Handle inbound calls from Medicare members as the primary contact for service-related questions and requests
• Verify member information and accurately document interactions and outcomes
• Research and resolve member concerns using various tools, policies, and resources
• Educate members on benefits, coverage, and available resources with clear and respectful communication
• Support members with medical concerns by following approved processes and connecting them to proper resources
• Manage multiple tasks during and after calls, including notes, follow-ups, and case updates, while maintaining quality and productivity
• De-escalate difficult calls by maintaining calm and empathy, working toward resolution and member satisfaction
• Meet or exceed performance standards related to quality, timeliness, and service experience
• Collaborate with internal partners to resolve member issues and ensure commitments are fulfilled

4. Requirements:

• Minimum of 1 year customer service experience
• Residency within EST or CST time zones
• Ability to build trust and understand member needs fully
• Ability to multitask effectively while maintaining performance standards
• Professionalism and positive image when interacting with members
• Strong member focus utilizing all resources to ensure satisfaction
• Demonstrated functional expertise and leadership capability
• Strong communication skills
• High School diploma or GED equivalent

Preferred:

• Experience with Microsoft Office
• At least 1 year of Medicare service experience

5. Pay Range and Compensation Package:

• The typical pay range for this role is $18.50 to $35.29 per hour, with actual salary determined by experience, education, location, and other factors.

6. Benefits & Perks:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs

Equal Opportunity Statement:

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.