Elap Services
  • Chesterbrook, PA, USA
  • Full Time

The Member Services Advocate (MSA) provides specialized case management, advocacy  and education to members while fulfilling the mission of ELAP Services, LLC.  The Advocate guides and supports the member through the balance bill defense process while working closely with Client Services, our legal team and external stakeholders to facilitate timely issue resolution and ensure a positive member experience.  As the member champion,  MSAs provide best-in-class advocacy via comprehensive oversight, proactive outreach and white-glove service throughout the member journey.  

DUTIES AND RESPONSIBILITIES

  • Manage assigned member caseload via high-touch advocacy model with a focus on elevating the member experience and promoting engagement.
  • Apply independent critical thinking and acumen to assist members with their balance bill issues and inquiries with a focus on influencing a positive member experience
  • Handle and coordinate elevated internal and external member issue resolution with confidence and a sense of urgency. Act as point person for member inquiries, issues and concerns.  Direct, quarterback and ensure timely issue resolution and remediation.
  • Facilitate, influence and coordinate communication with members, clients, medical providers, in-house and external legal representation
  • Establish and build a strong rapport with members and internal counterparts
  • Track status and resolution of member inquiries and issues
  • Maintain accurate and complete documentation and follow-up diaries during all stages of the process
  • Collaborate with other internal stakeholders to address service issues and process/systemic enhancement opportunities
  • Apply strong knowledge of HIPAA regulations
  • Performs other duties as assigned by management

REQUIRED EXPERIENCE AND EDUCATION

  • College degree or equivalent combination of college and work experience
  • Experience in delivering client-focused solutions based on customer needs
  • Must be able to read, write and speak fluent Spanish
  • Working knowledge of medical claim processing or in a member services role within a TPA or health insurance broker is highly desired
  • Computer skills proficient in Microsoft Outlook, Microsoft Word and Excel as well as internet navigation
  • Experience in billing, healthcare or legal environments a plus

SKILLS AND ABILITIES

  • Ability to multi-task and thrive in a fast-paced entrepreneurial company.
  • Excellent communication skills via email and telephone.
  • Advanced problem resolution skills.
  • Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
  • Excellent interpersonal skills and ability to maintain positive relationships.
  • Ability to quickly adapt in an ever-changing environment.
  • Team player able to collaborate with other departments.
  • Comfortable being assertive in addressing the members' needs.
  • Ability to stay focused and manage time appropriately.
  • Exude positivity with a desire and willingness to be a part of the ELAP Culture.
Elap Services
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