Member Advocate - Customer Service Representative

The Doctors Company has an opportunity for a Member Advocate to join our collaborative and dynamic team. Our Member Advocates are a vital part of the Underwriting Team and are often the face of the company, providing best imaginable customer service and support related to medical malpractice insurance policies. If you're motivated by meaningful work, continuous learning, and delivering excellent service in a fast-paced setting, this role may be a great fit.

This is a hybrid opportunity in the company's Napa, CA office. The schedule for this position is 8am - 5pm PST.

Position Summary

Our Member Advocates are the first point of contact, providing exceptional customer service in a fast-paced call center environment. On average, Member Advocates resolve approximately 40-60 inbound calls per day, along with additional off-phone task processed in-between calls. Member Advocates communicate essential concepts to our members and external partners, covering topics such as billing details, online portal troubleshooting, policy changes, general coverage information, and credentialing processes. This role proactively anticipates member needs and problem-solves to ensure accurate, first call resolutions. This position requires strict schedule adherence, effective time management, and consistent follow-up of tasks and member requests. Performance is measured through schedule adherence, quality assurance evaluations, productivity, and customer satisfaction survey results.

Qualifications /Skills

• One to three (1-3) years of customer service experience preferred
• Excellent attention to detail and documentation skills
• Strong verbal and written communication
• Proficiency within Microsoft suit 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

Main 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

Pay Range: $21.57 - $25.17

Compensation varies based on location, skills, knowledge, and education. We consider factors such as specialized skills, depth of knowledge in the field, and educational background to ensure fair and competitive pay.

Benefits

We offer competitive compensation, incentive bonus plans, outstanding career opportunities, an exceptional work environment, and an impressive benefits package, which starts with medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; and an employee assistance program. There's more:

• 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

About The Doctors Company

The Doctors Company is the nation's largest physician-owned medical malpractice insurer. Founded and led by physicians, we are committed to advancing, protecting, and rewarding the practice of good medicine.

The Doctors Company is proud to be Certified by Great Place to Work.