Membership Services Advocate

Membership Service Advocate | Orlando, Florida | Onsite

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: 

The Member Services Advocate plays a key role in building meaningful connections with members through proactive outreach and responsive support. By providing education, addressing concerns, and delivering personalized assistance, this role helps members maximize the value of their benefits while ensuring a seamless and positive experience throughout their journey.

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

• Exceptional customer service skills with a genuine passion for helping others, demonstrating empathy, active listening, and professionalism in every interaction.
• Strong verbal and written communication skills, with the ability to explain complex information clearly, prepare routine correspondence, and engage effectively across phone and email. 
• Excellent problem-solving, critical thinking, and conflict-resolution skills, including the ability to de-escalate sensitive situations calmly and professionally.
• Detail-oriented and highly organized, with the ability to accurately document customer interactions while managing multiple priorities in a fast-paced environment.
• Technically proficient and comfortable navigating multiple systems, applications, and tools simultaneously.
• Dedicated to delivering outstanding support for customers with complex needs while maintaining a high level of service and customer satisfaction.
• Self-motivated, dependable, and adaptable, with a commitment to continuous learning, professional development, and knowledge sharing.
• Ability to read, interpret, and apply internal policies, procedures, safety guidelines, and operational instructions while maintaining compliance with company standards.
• Builds positive working relationships with customers, colleagues, and leadership, contributing effectively both independently and as part of a team.
• Demonstrates sound judgment, professionalism, and resilience when working under pressure, handling frequent interruptions, and managing emotionally charged situations.

Computer Equipment and Software Requirements

• Proficient in a Windows-based environment.
• Working knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to navigate multiple software applications simultaneously.

Work Environment

This position is performed in a professional office setting and involves extended periods of sitting, computer use, and telephone communication. The role requires effective verbal communication, regular use of office equipment, and the ability to perform essential job functions in a fast-paced environment.

Disclaimer

This job description outlines the general nature and responsibilities of the position and is not intended to be an exhaustive list of all duties. Responsibilities may change based on business needs.