Member Advocate

Start Date: February 24, 2025

Shift: 10am-7pm, 11am-8pm

*Interviews will start the first week of January. *

Collective Health is hiring for its Member Services team in Plano, TX! At Collective Health, we believe Healthcare should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. As Collective Health grows so does our team of passionate Member Advocates to question the industry's status quo.

Member Advocates are part of our Customer Experience team and are the first point of contact to support and guide our members through their health care benefits questions. We look for Members Advocates that are motivated by thoughtful perseverance to find solutions to complex issues in the health benefits industry and who will  elevate our customer service to the next level. We put the "care" back in healthcare by finding the answers to problems that no one has dared to solve. Our Member Advocate team treats all Member inquiries with a  concierge level of service that is distinctive to the Collective Health customer support team.

As a Member Advocate, you will immerse yourself in a rapidly-evolving healthcare industry, while mastering skills in operational efficiency and external professionalism. This role includes 4 weeks of training to prepare you for success.

What you'll do:

• Learn health insurance, benefits and network plans to solve challenging member problems through research, technology, and most meaningfully, empathy
• Connect with members via phone, email and chat and address and resolve a variety of member inquiries to help people understand, navigate, and pay for healthcare
• Collaborate with other teammates of the the Member Services department to find strategic solutions to member issues
• Support and cultivate office culture that aligns with Collective Health values and incorporates the outstanding aspects of the team
• Reporting into a Team Lead, this is one of the most essential roles we have at Collective Health

Your skills include:

• Have a want to help others with healthcare situations and have a resiliency mindset that can consistently create empathy with each and every one of our members
• Have outstanding interpersonal communication skills, both written and verbal, and will use this to navigate sophisticated and moving member inquiries
• You have the ability to adapt well in a fast-paced high volume environment to deliver personalized and eloquent member service
• Ability to learn new software programs and adapt quickly to new processes 
• You are technologically savvy 
• Maintain composure and compassion when balancing a high volume of tasks

Nice to have:

• 1+ years of experience in a fast paced work environment 
• 1+ years experience in customer-facing role
• Bilingual (English/Spanish) is a plus
• Prior healthcare experience 
• Bachelor's or Associate's degree

Pay Transparency Statement

This position is based out of our Plano, TX office, with the expectation of being in office at least three days per week. #LI-hybrid

Within the first six months, employees will be eligible to receive additional pay increases anywhere from $.75-$1.25/hour for completing post-service training, and meeting performance expectations.

In addition to the hourly rate, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.