Member Advocate

Overview: The Member Advocate will deliver technical support for members of our customer's health care plans. As a Member Advocate, you will strive to deliver outstanding customer service through your technical and professional aptitude.

Duties and Responsibilities:

• Provide initial triage and first line technical support for users who are wanting a Virtual Home Visit;

• Investigate and resolve technical or procedural issues related to third party used applications and the end user;
• Ability to empower end-users to support themselves using our knowledge base;
• Proactively look for solutions to processes, workflows and incidents and propose improvements you identify;
• Own the customer experience and work to exceed their expectations;
• Communicates professionally with providers, caregivers and health plan members to support supplemental member encounter completions;

• Triage inbound calls and direct to appropriate team members;
• When customer support has low volume work to schedule members for future in person or virtual health visits with our providers;
• Maintain compliance with Inovalon's policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum of 1 year of experience in a technical support environment;
• Superior customer service skills;
• Aptitude for troubleshooting and problem solving;

• Experience utilizing soft phone systems for inbound and outbound calls; (Genesys and Cisco a plus);
• Basic technical knowledge with smartphones, tablets and personal computers; Apple and Android;
• Ability to demonstrate technical comprehension and analytical thinking; Google Suite Certificate a Plus;
• Maintain excellent organizational, written and oral communication skills;
• Ability to recognize trending issues and escalate appropriately as our first line of defense to customer concerns;

• Ability to plan and prioritize work while working in a remote environment;
• Remote workspace with internet access to include consistent minimum 70 mps download speed which must be a dedicated and quiet;
• As you will be working with health information protected by HIPAA guidelines, you will also need a workspace where you can work without anyone in your household seeing your computer screen or hearing your calls while you are working;
• Ability to empathize with customers in a genuine way that lets them know you care;
• Be a team player that can follow and lead as situations dictate;

• Ability to make decisions and solve problems;
• Ability to explain complex issues in beautifully simple terms;
• Proficient in Microsoft Office 365 (Excel, Word, PowerPoint, etc.) and Outlook; and
• Bilingual skills; Spanish desired.

Education:

• Associates degree in computer sciences, software design, information systems or equivalent experience preferred;

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force);
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.