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 and dynamic team. This role involves providing exceptional customer service and support related to medical malpractice insurance policies in a fast-paced call center environment.

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

  • The Doctors Company is a medical malpractice insurer providing coverage and risk management services to healthcare professionals. It was founded in 1976, and is headquartered in Napa, California, USA, with a workforce of 501-1000 employees. Its website is http://www.thedoctors.com/.

 

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