Member Advocate - Customer Service Representative

The Doctors Company is the nation’s largest physician-owned medical malpractice insurer, and they are seeking a Member Advocate to join their collaborative and dynamic team. This role involves providing exceptional customer service related to medical malpractice insurance policies, handling inbound inquiries, and ensuring accurate resolutions in a fast-paced environment.

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

Requirements:

• 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