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.ResponsibilitiesReceive, research, document, and resolve inbound inquiries efficiently and accuratelyProcess high volume, time sensitive transactions accurately, with attention to detailMaintain accurate and detailed documentation of all interactions in policy and filing systemsExplain insurance terms such as endorsements, billing changes and information, and policy changes in a clear, professional mannerRoute claims, risk management, and coverage inquiries to the appropriate departmentsMeet or exceed call center performance metrics including quality, accuracy, and productivity standardsEnsure all processing activities are accurately completedPerform other assignments as requested and directed by managementSkillsHigh school graduate or GED requiredExcellent attention to detail and documentation skillsStrong verbal and written communicationProficiency within Microsoft suite of products, including Word, Excel, and OutlookAbility to convey difficult messages and policy details with clear and empathetic communicationAbility to learn and retain new skillsOne to three (1-3) years of customer service experience preferredBenefitsMedical, family and bereavement leaveSame-sex domestic partner benefitsShort- and long-term disability programsEmployee assistance programHealth, dental, and vision insuranceHealth care tax-free spending accounts with a company match401(k) and Roth IRA with company match, as well as catch-up plans for bothVacation days, sick days, and paid personal days each calendar year (with vacation increases based on length of service)Paid holidays each calendar yearLife and travel insuranceTax-free commuter benefitsIn-person and online learning opportunitiesCross-function career opportunitiesBusiness casual work environmentTime off to volunteerMatching donations to qualifying nonprofit organizationsCompany-sponsored participation at non-profit eventsCompany OverviewThe 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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