Member Services Advocate

Hi, we’re Gravie. Our mission is to create health benefits that actually benefit small and midsize businesses and their employees. Our innovative benefit solutions and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way. About the Role: We’re seeking dedicated, customer-focused individuals to join our Gravie Care Member & Provider Services Team. In this role, you’ll serve as a first point of contact for members and providers, delivering exceptional service via inbound calls and emails. You’ll support inquiries related to all aspects of health insurance: helping individuals navigate their plans, understand benefits, resolve claims issues, and more. You Will: - Deliver an outstanding, empathetic customer experience by making each interaction simple, helpful, and positive. - Respond professionally to inbound inquiries from members and providers via phone and email. - Respond professionally to inbound inquiries from members and providers via phone and email. - Ask thoughtful questions to fully understand the issue, then identify appropriate solutions or next steps. Accurately explain claims, benefits, eligibility, billing, provider networks, and prescription coverage using internal systems. - Actively listen and demonstrate compassion, ensuring callers feel heard and supported. - Record all interactions clearly and thoroughly in our Customer Relationship Management (CRM) system. - Partner with internal departments, third-party vendors, and brokers/navigators to provide seamless resolution and support. - Maintain a structured and reliable schedule; availability for extended hours during peak season (January–March) may be required. - Uphold the Gravie CARE service model (Compassion, Advocacy, Resolution, Education) in every interaction. - Embody our core values: Be authentic. Stay curious. Think creatively. Focus on outcomes. - Ensure compliance with all privacy, confidentiality, and security protocols, including HIPAA and other regulatory standards. Consistently meet or exceed performance expectations in areas such as call quality, adherence, RSAT (Customer Satisfaction), After Call Work and Call Answered%. You Bring: - 1-2 years of experience in customer service or a call center environment. - A passion for helping people, with a track record of resolving complex customer concerns using active listening, creative problem-solving, and empathy. - Strong written and verbal communication skills, with the ability to summarize information clearly and effectively. - High reliability and a strong commitment to adhering to a structured work schedule. - Excellent attention to detail and strong organizational skills. - Experience entering and updating information in electronic systems or databases. - Proficiency navigating computers, including multitasking across multiple platforms and systems, with solid typing skills. - Self-motivation and the ability to work effectively with individuals from diverse backgrounds and roles. - The ability to learn quickly and follow established processes accurately and efficiently. - A results-driven mindset, comfortable working in a fast-paced and ever-evolving environment. Extra Credit: - Previous experience in health insurance, healthcare, or related fields. - Familiarity with Microsoft Office and Google Suite. - Active Health Insurance Producer License or willingness to obtain licensure if required. - Experience working with Medicare, Medicaid, or Marketplace plans is a plus. Work Environment: - This role is remote. Candidates must have access to a quiet, professional workspace and reliable high-speed internet if remote that meets our organizations minimum requirements. - A high level of focus, professionalism, and independence is expected, particularly in a remote environment. A LITTLE MORE ABOUT US: - We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space. - We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized. - Our clients love us. Customer satisfaction rates among employees using Gravie health plans consistently rank above 80% – nearly 40 points above the industry average. - Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. BENEFITS Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard health and wellness benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, transportation perks, education reimbursement, and 2 days of paid paw-ternity leave. JOB APPLICANTS If you apply for employment with Gravie, personal information collected via our applicant tracking vendor is subject to our standalone California Job Applicant Notice at Collection, accessible directly within the application workflow and separate from this Policy.