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 team. This role involves providing exceptional customer service in a fast-paced call center environment, resolving inquiries related to medical malpractice insurance policies and ensuring member satisfaction.

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

• 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