Health Insurance Member Advocate, Pacific Time 8:30am - 5pm

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market.

Wellfleet, a Berkshire Hathaway Company, seeks an experienced Health Insurance Member Advocate to support the Wellfleet Student Health block of business.

A successful candidate will deliver outstanding service to members regarding health insurance products administered by Wellfleet. Responsibilities include answering benefit questions, investigating claims, providing requested information, and assisting members throughout their healthcare experience to boost satisfaction and promote better health outcomes. The Member Advocate promotes self-service options for efficient issue resolution, ensuring every caller receives smooth, high-quality support in line with company policies and industry standards. This role requires staying informed about relevant industry developments and regulatory requirements to ensure compliance. You must be able to work until 5pm, PST to meet West Coast customer needs.

In this role, you will…

• Maintain knowledge of health insurance products serviced at Wellfleet
• Have the ability to work until 5pm, PST to meet West Coast customer needs
• Stays abreast of relevant business and industry developments and regulatory requirements to ensure compliance
• Manage calls effectively, focus on active listening, clear and professional communication, and efficient call handling techniques to honor commitments made to our customers
• Respond to calls promptly, ask clarifying questions to understand what the caller needs, express empathy, give accurate information, and take responsibility for solving problems or escalating them as necessary
• De-escalate difficult or challenging phone calls professionally and effectively
• Handle a high volume of inbound member inquiries via telephone, email, and chat in a timely and efficient manner
• Maintain an ongoing understanding of internal department and business processes
• Own the member experience to assist with navigating the healthcare journey; via education on our tools, responding to calls, emails, and chats timely/efficiently
• Successfully and efficiently navigate the systems utilized within the department
• Meet and consistently maintain the Quality and Schedule Adherence standards as established by the customer service leaders
• Comprehend and interpret documents, such as training manuals, correspondence, brochures, etc.
• Multitask throughout the day to ensure expectations and department goals are met
• Maintain a positive and professional attitude while staying engaged and motivated to achieve success as an individual and as part of the team
• Attend trainings and other company/team meetings with camera participation
• Ensure full functionality of equipment to perform job duties efficiently and effectively. This includes prompt reporting of any system or equipment issues to supervisor (or proxy) and submitting timely IT ticket, as appropriate
• Identify and communicate trends that are indicative of enterprise service issues
• Perform other duties as assigned.

We are looking for candidates with…

• High school diploma and a minimum of 3+ years’ work experience in customer service in a health insurance setting or medical billing office
• Familiar with medical terminology, health plan documents, or benefit plan designs
• Call Center experience with strong customer service skills
• Demonstrated experience in utilizing digital platforms and systems to manage calls, chats, and emails
• Strong written, verbal and interpersonal communication skills
• Excellent professional phone etiquette, genuine enthusiasm for providing service to others, and the capacity to communicate with empathy
• Outstanding attention to detail and possesses strong time management abilities
• Skilled in decision making and problem solving
• Commitment to help resolve inquiries at the first point of contact
• Ability to think outside of the box to resolve complex member inquiries
• Strong work ethic with a deep sense of accountability towards your teammates and our members
• Dependable with a dedication to excellence and commitment to attendance and punctuality (being at workstation at the proper time each day, fully able and willing to work)
• Familiar with Microsoft Office and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Capable of managing multiple tasks at once while consistently upholding integrity and delivering high-quality service
• Ability to adapt within a dynamic work environment; willingness to work a flexible schedule and overtime when needed
• Maintain a separate, dedicated work area, that provides information privacy without distraction.

New hires participate in an on-site orientation at our Springfield, MA office location during their first week. This program is designed to introduce you to our team, culture, policies, and operational procedures, ensuring you have the tools and knowledge to succeed in your role. You will also receive hands-on training specific to your position and have the opportunity to connect with colleagues.

Why Wellfleet?

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

Are you interested in exploring a career at Wellfleet? Explore our open positions.

General:

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. The base hourly range is $24 to $27. This range anticipates the low and high end of the wages for this position. Actual wages will vary and are based on factors such as a candidate’s qualifications, skills and competencies. Wages are one component of Wellfleet’s total compensation and benefits package, which includes medical, vision and dental insurance options, life and accident insurance, 401(k), and short-term and long-term disability insurance. For a more detailed overview, visit our careers website at: wellfleetinsurance.com/about/careers. #LI-KS1 #LI-Remote