Virtual Member Advocate

Job Description:

About the Role: 

As an imperative function of building and maintaining trust with our member population and their circles, the Virtual Member Advocate is a resource for access to services. Fielding incoming calls, SMS and emails, the team directs contacts to the appropriate level of support based upon identification of their needs. Staff serve as the first step in many member journeys. In order to meet KPIs, headcount must allow a consistent baseline of call-takers relative to the size of the population served, with inbuilt anticipation of growth and surge capacity.

The Member Services Center team radically improves healthcare by receiving and acting upon requests for customer service by Cityblock members, outside care providers, family members, and the community. The Virtual Member Advocate will play a vital role in engagement and routing of member needs, ensuring members always feel welcome to reach out to Cityblock. On a daily basis, successful applicants will engage with specialists and teams across the organization to problem solve and connect callers with the most appropriate resource. 

Responsibilities

• Instill loyalty and trust by anticipating member needs, conveying genuine interest and empathy, building trust, and providing accurate and efficient services to all members and other callers

• Research inquiries with excellent engagement and problem-solving skills

• Assesses reason for caller’s contact, while meeting and managing callers’ emotional state

• Systematically question callers, rebuts and redirects conversation appropriately for the situation

• Completes assessment tools and documentation across multiple platforms in a timely fashion

• Provides a high standard of service aligned with policies, procedures, and organizational goals

• Informs verified parties of upcoming visits and identifies solvable problems to maintain appointments

• Appropriately accesses and safeguards members’ confidential medical and other protected/privileged information 

• Leverage excellent communication skills, including the ability to effectively interact and connect members, outside providers, member support systems, and care teams to ensure member needs are met

• Bring your love of serving customers to pursue your profession in a positive environment working on meaningful problems that change lives

Requirements for the Role: 

• Keyboarding and basic computer use, including following troubleshooting protocols

• Data Entry / Transcription

• Record locating

• Excellent interpersonal communication skills, both oral and written

• Presents collected, professional appearance assisting members with technical aspects of accessing their care

• Self and culturally aware - relate to collaborators of varied backgrounds, cultures, and motivations

• Has a likable, positive, collegial manner of talking and adapts this with situational awareness

• Effectively task-switches - maintains conversation while accurately recording/typing information

• High School Diploma or higher; equivalent GED

•  2+ years experience in a high-volume contact center, within the healthcare industry

• Tolerates keyboarding, sitting or standing for extended periods of time

• Possesses audiovisual acuity sufficient to operate a computer, hear and comprehend telecommunications sometimes consisting of rapid and or accented speech.

• Access to a secluded workspace for the privacy of member information, area free of distractions and equipped with reliable internet service

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

$41,300 to $48,700

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Covid 19 Update - Please Read:

Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine.  Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock.  Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption.  Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements.  The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.

The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.