Member Customer Advocate

Member Customer Advocate
Location Temple, TX | Onsite
Compensation & Schedule
• $18/hr
• 40 hours/week, M–F; training 8am–5pm, then variable shifts 7am–7pm
• W2, Contract-to-Hire
• Targeted start: December 1, 2025

ROLE IMPACT
As a Member Customer Advocate, you are the frontline voice for members, ensuring clear communication of plan benefits and resolution of inquiries. Success in this role is defined by call response metrics, adherence to quality standards, and empathetic, solution-oriented service that strengthens member satisfaction.

KEY RESPONSIBILITIES
• Handle inbound member calls and provide guidance on policies, procedures, benefits, and enrollment
• Resolve issues and concerns during the first contact to minimize escalation
• Meet or exceed call handling benchmarks, including response time, abandonment rate, and quality scoring
• Maintain accurate documentation of all member interactions in system logs
• Navigate internal systems and knowledge bases to access and deliver timely benefit information

MINIMUM QUALIFICATIONS
• High School Diploma or GED required
• 0–1 year experience in a customer-facing or call center environment
• Typing proficiency and basic computer literacy required
• Must pass pre-hire testing in spelling, grammar, and computer use
• Flu vaccination is required for this specific job opportunity

CORE TOOLS & SYSTEMS
• Internal CRM platforms
• Phone systems and call monitoring tools
• Microsoft Office Suite
• Email and ticketing systems
• Knowledge management databases

PREFERRED SKILLS
• Bilingual communication skills
• Experience handling healthcare-related inquiries
• Prior training in customer de-escalation techniques

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