Virtual Member Advocate

Job Description:

About the Role: 

As an imperative function of building and maintaining trust with our member population and their circles, the Virtual Member Advocate is a resource for access to services. Fielding incoming calls, SMS and emails, the team directs contacts to the appropriate level of support based upon identification of their needs. Staff serve as the first step in many member journeys. In order to meet KPIs, headcount must allow a consistent baseline of call-takers relative to the size of the population served, with inbuilt anticipation of growth and surge capacity.

The Member Services Center team radically improves healthcare by receiving and acting upon requests for customer service by Cityblock members, outside care providers, family members, and the community. The Virtual Member Advocate will play a vital role in engagement and routing of member needs, ensuring members always feel welcome to reach out to Cityblock. On a daily basis, successful applicants will engage with specialists and teams across the organization to problem solve and connect callers with the most appropriate resource. 

Responsibilities

• Instill loyalty and trust by anticipating member needs, conveying genuine interest and empathy, building trust, and providing accurate and efficient services to all members and other callers

• Research inquiries with excellent engagement and problem-solving skills

• Assesses reason for caller’s contact, while meeting and managing callers’ emotional state

• Systematically question callers, rebuts and redirects conversation appropriately for the situation

• Completes assessment tools and documentation across multiple platforms in a timely fashion

• Provides a high standard of service aligned with policies, procedures, and organizational goals

• Informs verified parties of upcoming visits and identifies solvable problems to maintain appointments

• Appropriately accesses and safeguards members’ confidential medical and other protected/privileged information 

• Leverage excellent communication skills, including the ability to effectively interact and connect members, outside providers, member support systems, and care teams to ensure member needs are met

• Bring your love of serving customers to pursue your profession in a positive environment working on meaningful problems that change lives

Requirements for the Role: 

• Keyboarding and basic computer use, including following troubleshooting protocols

• Data Entry / Transcription

• Record locating

• Excellent interpersonal communication skills, both oral and written

• Presents collected, professional appearance assisting members with technical aspects of accessing their care

• Self and culturally aware - relate to collaborators of varied backgrounds, cultures, and motivations

• Has a likable, positive, collegial manner of talking and adapts this with situational awareness

• Effectively task-switches - maintains conversation while accurately recording/typing information

• High School Diploma or higher; equivalent GED

•  2+ years experience in a high-volume contact center, within the healthcare industry

• Tolerates keyboarding, sitting or standing for extended periods of time

• Possesses audiovisual acuity sufficient to operate a computer, hear and comprehend telecommunications sometimes consisting of rapid and or accented speech.

• Access to a secluded workspace for the privacy of member information, area free of distractions and equipped with reliable internet service

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

$41,300 to $48,700

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer,