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 and dynamic team. The Member Advocate will provide exceptional customer service and support related to medical malpractice insurance policies, resolving inbound inquiries and ensuring accurate first call resolutions in a fast-paced call center environment.

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

• Incentive bonus plans
• 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