Membership Service Advocate (N11)

About the role

The Membership Service Advocate (N11) joins Helpware’s Customer Experience team in Cebu, providing essential support to beneficiaries of health plans. You will transform routine service interactions into caring experiences by updating account details, explaining benefits, and resolving billing or prescription issues.

Key responsibilities

• Update member account information, including billing options, address, and phone changes.
• Research premium billing discrepancies and prescription claim details.
• Educate beneficiaries on plan benefits, cost‑sharing, coverage levels, and formulary status.
• Submit mail requests for ID cards, formularies, and other member documents.
• Handle inbound and outbound calls with high accuracy, maintain detailed notations, and meet quality and speed targets.

Required profile

• Associate degree, preferably in Healthcare.
• Minimum three years in a fast‑paced, high‑volume call‑center or retail customer‑service environment, ideally healthcare or hospitality.
• Strong attention to detail, excellent written communication, and ability to de‑escalate issues calmly.
• Comfortable navigating multiple systems simultaneously and adhering to HIPAA and CMS guidelines.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook