Membership Service Advocate – OTC

About the role

Helpware is seeking a Membership Service Advocate to join its OTC team. In this position you will assist beneficiaries with account updates, plan information, and issue resolution, turning routine service into a caring experience.

Key responsibilities

• Update member account details such as billing options, address, and phone numbers.
• Research premium billing discrepancies and prescription claim issues.
• Educate beneficiaries on plan benefits, cost‑sharing, and coverage levels.
• Process mail requests for ID cards, formularies, and other documents.
• Verify medication coverage on formularies, explain tier and copay details.
• Handle inbound and outbound calls with accuracy and efficiency.
• Maintain HIPAA compliance and follow CMS guidance for mailing requirements.
• Document detailed notes in member records and escalate issues when needed.

Required profile

• Strong desire to help people and deliver excellent customer care.
• High attention to detail and strong organizational abilities.
• Positive demeanor, technical accuracy, and adherence to company policies.
• Understanding of HIPAA regulations and CMS guidance.

Required skills

What we offer

• Opportunity to work in a technology‑driven, global environment.
• Collaborative team focused on delivering best‑in‑class services.