Independent Member Advocate - Hybrid; Medfield, MA

Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else.

As an Independent Member Advocate, you will be the first point of contact for our clients’ employees providing concierge service support via phone and emails. Your role is to ensure a positive member experience by addressing benefit inquiries, educating members on available resources and resolving claims/service provider billing issues efficiently.

• Manage high volume of incoming calls and emails explaining healthcare plan benefits, assisting members with locating in-network physicians/facilities, educating members on available self-help resources maintaining 90% or above in answered calls.
• Outbound calls to provide eligibility/benefit information to healthcare service providers, advocating for member with health care provider, pharmacy, insurance carrier to resolve problems quickly and efficiently.
• Respond to basic inquiries on Flex Spending Accounts/Commuter Benefits, ancillary benefits, COBRA and Medicare.
• Troubleshoot debit card declines and online portal access.
• Identify eligibility or claims errors, and collaborate with other departments for correction to ensure a seamless member experience.
• Review book of business prior to renewal to revise client/member contact sheets and renewal materials to include Benefits Guide, benefit summaries, medical funding sheets in conjunction with built plans.
• Verify eligibility and benefits for healthcare providers and inquiries regarding claim payments and remittances.
• Document call and email interactions according to standard procedure.
• Respond to incoming email inquiries efficiently and timely with follow-ups according to standard procedure.
• Escalate complex issues to higher-level representatives when necessary.
• Build and retain relationships with plan members and clients.
• Maintain 3 or above on CSAT Phone surveys.

• High school diploma or equivalent.
• Basic customer service skills with a friendly, professional demeanor.
• Strong communication and interpersonal skills.
• Willingness to learn and adapt to new processes.
• Ability to thrive in a fast-paced environment.
• Reliability, punctuality, and the ability to manage time efficiently while handling multiple duties at once.

• 6 months to 2 Years of customer service experience in group benefits: 2 years is preferred.
• Knowledge of healthcare benefits and the ability to communicate information to members.
• Proficient in Microsoft Outlook, Word, Excel and PowerPoint.

The typical base pay range for this role nationwide is $28 to $32 per hour. Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs.

You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

One Digital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

One Digital provides equal…