[Hiring] Member Services Advocate @Gravie

Role Description

We’re seeking dedicated, customer-focused individuals to join our Gravie Care Member & Provider Services Team. In this role, you’ll serve as a first point of contact for members and providers, delivering exceptional service via inbound calls and emails. You’ll support inquiries related to all aspects of health insurance:

• Helping individuals navigate their plans
• Understanding benefits
• Resolving claims issues

You Will:

• Deliver an outstanding, empathetic customer experience by making each interaction simple, helpful, and positive.
• Respond professionally to inbound inquiries from members and providers via phone and email.
• Ask thoughtful questions to fully understand the issue, then identify appropriate solutions or next steps.
• Accurately explain claims, benefits, eligibility, billing, provider networks, and prescription coverage using internal systems.
• Actively listen and demonstrate compassion, ensuring callers feel heard and supported.
• Record all interactions clearly and thoroughly in our Customer Relationship Management (CRM) system.
• Partner with internal departments, third-party vendors, and brokers/navigators to provide seamless resolution and support.
• Maintain a structured and reliable schedule; availability for extended hours during peak season (January–March) may be required.
• Uphold the Gravie CARE service model (Compassion, Advocacy, Resolution, Education) in every interaction.
• Embody our core values: Be authentic. Stay curious. Think creatively. Focus on outcomes.
• Ensure compliance with all privacy, confidentiality, and security protocols, including HIPAA and other regulatory standards.
• Consistently meet or exceed performance expectations in areas such as call quality, adherence, RSAT (Customer Satisfaction), After Call Work and Call Answered%.

Qualifications

• 1-2 years of experience in customer service or a call center environment.
• A passion for helping people, with a track record of resolving complex customer concerns using active listening, creative problem-solving, and empathy.
• Strong written and verbal communication skills, with the ability to summarize information clearly and effectively.
• High reliability and a strong commitment to adhering to a structured work schedule.
• Excellent attention to detail and strong organizational skills.
• Experience entering and updating information in electronic systems or databases.
• Proficiency navigating computers, including multitasking across multiple platforms and systems, with solid typing skills.
• Self-motivation and the ability to work effectively with individuals from diverse backgrounds and roles.
• The ability to learn quickly and follow established processes accurately and efficiently.
• A results-driven mindset, comfortable working in a fast-paced and ever-evolving environment.

Requirements

• Previous experience in health insurance, healthcare, or related fields (extra credit).
• Familiarity with Microsoft Office and Google Suite (extra credit).
• Active Health Insurance Producer License or willingness to obtain licensure if required (extra credit).
• Experience working with Medicare, Medicaid, or Marketplace plans is a plus (extra credit).

Benefits

• Alternative medicine coverage
• Flexible PTO
• Up to 16 weeks paid parental leave
• Paid holidays
• 401k program
• Transportation perks
• Education reimbursement
• 2 days of paid paw-ternity leave