(UMA) Membership Service Advocate

Membership Service Advocate | Orlando, FL | Onsite

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. 

EDUCATION AND EXPERIENCE:  

• High school diploma or equivalent required.

• An associate degree is a  plus,  with preference given to candidates who have completed coursework or earned a degree in a healthcare-related field.

• Minimum of one (1) year of experience in a high-volume customer service contact center environment,  preferably  within healthcare, insurance, financial services, government programs, or other regulated industries.

• Experience serving or supporting senior citizens is a plus.

• Above average computer skill is required, including the ability to work in a Windows environment and multitask within multiple software programs simultaneously. 

OTHER DUTIES AND RESPONSIBILITIES:   

• Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.

• Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.

• Responsible for performing other duties and responsibilities as required. 

Knowledge,  Skills, and Abilities: 

• Ability to multi-task effectively with strong attention to detail when documenting customers' reasons for calling

• Excellent written communication skills. Ability to write routine reports and correspondence.

• 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 

• Requires technical skills 

• Assess own strengths and weaknesses, pursue training and development opportunities, strive to continuously build knowledge and skills, and share expertise with others.

• Unwavering dedication to serving a customer that has complex needs

• 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 read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 

• Ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others; work well in a group problem solving situation, and use reason even when dealing with emotional topics.

• Ability to break down complicated information into simple messages for the caller

• Ability to communicate well orally and in writing in the English language.

• Ability to work efficiently in stressful environment with many interruptions 

Computer Equipment and Software Requirements:  

• This position requires the ability to work with a computer in a Windows environment.

• Must possess familiarity with office software including Word, Excel, and Outlook.

Work Environment:  This position is performed in a standard office environment. The role requires employees to perform sedentary work for extended periods, including frequent sitting and the regular use of hands to operate office equipment, handle materials, and perform keyboarding tasks. Employees may occasionally be required to stand, walk, and reach with hands and arms. The position also requires effective verbal communication and the ability to hear and exchange information in person and by telephone or other communication devices. Visual requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus as needed to perform essential job functions.

DISCLAIMER:  

This job description describes the typical duties and responsibilities associated with the identified job. It does not include all duties and responsibilities of the position. The listing of the duties and responsibilities are not necessarily in the order of their relative importance.