Membership Service Advocate – Outbound

About the role

The Membership Service Advocate – Outbound will engage members proactively through outbound outreach and respond to inbound inquiries. You will educate members about their Medicare plans, guide them through enrollment and transitions, and ensure a smooth, satisfying experience.

Key responsibilities

• Conduct outbound outreach campaigns such as welcome calls, onboarding, and education sessions.
• Explain plan benefits, coverage details, and required actions using approved scripts.
• Address common questions about Medicare enrollment, plan changes, and onboarding.
• Provide compassionate, consultative support to reduce confusion and increase satisfaction.
• Identify member needs during calls, deliver accurate guidance, and escalate issues when necessary.
• Handle inbound member inquiries generated from outreach activities.
• Document all interactions and outreach activities accurately in the designated systems.
• Participate in specialized training to maintain proficiency in Medicare knowledge and campaign processes.

Required profile

• Associate degree, preferably in Healthcare.
• Minimum 3 years of experience in a high‑volume call‑center or retail customer‑service environment, preferably healthcare or hospitality.
• Strong multitasking ability with keen attention to detail when documenting calls.
• Excellent written communication and problem‑solving skills.
• Ability to listen empathetically, educate customers, and de‑escalate issues calmly.
• Comfortable using multiple technology platforms and navigating various systems simultaneously.
• Commitment to serving customers with complex needs.

Required skills