Advocate

Position: Needs Advocate
Needs Advocate
About Company

Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another's medical needs through prayer, encouragement, and financial support.

From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom.

Summary

To serve the members of Samaritan Ministries International (SMI) by compassionately and efficiently communicating with members through designated service delivery channels, identifying and addressing member needs with timely and accurate information while working within established procedures and ministry guidelines with a focus on delivering solutions and value regarding their membership with SMI.

* Training Hours will be 8am-4:30pm central. Once training has been completed the hours will be 9am-5:30pm central.

Competencies

• Digital Literacy
• Product and Technical Knowledge
• Fostering Communication
• Problem Solving
• Acting with Integrity, Empathy, and Compassion
• Collaborating with Others
• Neighbor Focus
• Pursuing Excellence
• Attention to Detail
• Emotional Intelligence
• Professionalism
• Initiative

Key Responsibilities

• When appropriate, provide biblical counsel, prayer, and encouragement, while also upholding the authority of the member's local church.
• Participating in ongoing training with a joyful and teachable attitude in the following ways: attending all prayer, team, department and staff-wide meetings;
  Proactively reviewing training materials on a regular basis and asking a trainer or supervisor for guidance or instruction when necessary; answering questions of less tenured advocates in both a timely and patient manner.
• Meet quality assurance requirements and other key performance metrics as specified by Team Lead.
• Handle all member problems and complaints with professionalism and courtesy demonstrating Christ centered compassion.
• Help members navigate the interaction between membership in a health care sharing ministry and an insurance-centric health care field.
• Answer member questions about Samaritan Ministries, health care sharing, the need sharing process, Samaritan Ministries' Guidelines, policies, and other processes.
• Focus on solving member issues in a Christ-compassionate way, with a focus on delivering an excellent member experience.
• Assess member situations to discern the most effective manner to communicate with them and deliver Christ-compassionate care and service.
• Communicate sensitive medical information to members with discernment while upholding the privacy and security of member data and information; documenting each member interaction within the membership database.
• Help members understand how to resolve medical bill issues, guiding members through the provider interaction process, and interpreting basic accounting oriented information to communicate to members how much money they will be receiving from other members for medical bills.
• Manage long-term interactions with specific members, as assigned, to bring resolution and a positive member satisfaction and experience.
• Perform specialized functions as a Membership Advocate when assigned by Team Lead
• Handle inbound and outbound phone calls, emails, and tasks from members and other departments with a focus on resolving member issues in an effective and timely manner.

Qualifications and Experience

• Two-year degree from an accredited university or the equivalent combination of education and experience.
• Staff are required to possess applicable knowledge to bring value to SMI in this role, know and utilize resources well, ask questions to ensure full understanding. gain and retain knowledge to keep up with changes, and accept and engage with training to grow knowledge for current and future responsibilities.
• Excellent interpersonal, written, and oral communication skills with an ability to present complex information in an…