Member Advocacy Specialist

Collective Health is a technology company working to create the healthcare experience we all deserve. Founded in 2013, our team of engineers, designers, product managers, and actuaries are redefining the $1 trillion-dollar market of employer-sponsored health benefits with data-driven and people-focused products.

The Member Advocacy Specialist will work closely with the Head of Member Advocacy and the Member Advocate Team Leads to design and build on processes as the Member Advocate organization scales rapidly. As part of the Member Advocate Leadership team, this role will also work with Customer Success Managers and other departments across Collective Health to continue to push the boundaries of outstanding customer service.

* Support Head of Member Advocacy in rapid scaling of organization * Design & build processes to improve quality and efficiency of Member Advocacy Team * Participate in customer and client listening programs to identify customer needs and expectations * Perform call, email and chat monitoring, and provides trend data to member advocates & member advocacy leadership * Prepare and analyze internal and external reports for management staff review * Devise procedures and directions for Member Advocate organization * Strict adherence to HIPAA and Protected Health Information policies

* Bachelor's degree * 3+ years of professional experience, at least 2 years in a service organization, including phone-based customer service * Well versed with pillars of a high performing service organization * Experience in or passion for leading others and scaling organizations * Composure during high volume work periods and ambiguous situations * Ability to prioritize and transition to roles with more responsibility * Knowledge of healthcare and web terminology preferred * Experience using multiple applications such as CRMs, Google Apps, etc.