Member Advocate - Customer Service Representative
The Doctors Company is the nation’s largest physician-owned medical malpractice insurer, and they are seeking a Member Advocate to join their collaborative team. This role involves providing exceptional customer service in a fast-paced call center environment, resolving inquiries related to medical malpractice insurance policies and ensuring member satisfaction.
Responsibilities
- Receive, research, document, and resolve inbound inquiries efficiently and accurately
- Process high volume, time sensitive transactions accurately, with attention to detail
- Maintain accurate and detailed documentation of all interactions in policy and filing systems
- Explain insurance terms such as endorsements, billing changes and information, and policy changes in a clear, professional manner
- Route claims, risk management, and coverage inquiries to the appropriate departments
- Meet or exceed call center performance metrics including quality, accuracy, and productivity standards
- Ensure all processing activities are accurately completed
- Perform other assignments as requested and directed by management
Skills
- High school graduate or GED required
- Excellent attention to detail and documentation skills
- Strong verbal and written communication
- Proficiency within Microsoft suite of products, including Word, Excel, and Outlook
- Ability to convey difficult messages and policy details with clear and empathetic communication
- Ability to learn and retain new skills
- One to three (1-3) years of customer service experience preferred
Benefits
- Medical, family and bereavement leave
- Same-sex domestic partner benefits
- Short- and long-term disability programs
- Employee assistance program
- Health, dental, and vision insurance
- Health care tax-free spending accounts with a company match
- 401(k) and Roth IRA with company match, as well as catch-up plans for both
- Vacation days, sick days, and paid personal days each calendar year (with vacation increases based on length of service)
- Paid holidays each calendar year
- Life and travel insurance
- Tax-free commuter benefits
- In-person and online learning opportunities
- Cross-function career opportunities
- Business casual work environment
- Time off to volunteer
- Matching donations to qualifying nonprofit organizations
- Company-sponsored participation at non-profit events
Company Overview