Digital Member Advocate

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by Chris Durst Sept. 6, 2024

Join Cityblock Health as a Virtual Member Advocate

Cityblock Health, an innovative organization aiming to enhance healthcare for underserved populations, is seeking candidates for the Virtual Member Advocate role on their careers page.

As a Virtual Member Advocate, you will handle customer service inquiries from Cityblock members, family members, outside providers, and the community. Utilize your strong communication skills to verify appointments, assess member needs, and address related inquiries.

No college degree is necessary for this position, but candidates should have basic computer skills, cultural competency, contact center experience, and a quiet home office environment.

The annual salary range for the Virtual Member Advocate position is $41,300 – $48,700. Cityblock will consider individual qualifications, experience, and skillset when determining the final salary offer.

This position offers health insurance, life insurance, retirement benefits, participation in the equity program, as well as paid time off that includes sick leave and vacation days.

Please note that this role is available only for U.S. residents.

About the Virtual Member Advocate Role

The Virtual Member Advocate is crucial in establishing and maintaining trust with members and their networks. You will respond to queries via calls, SMS, and emails, directing individuals to the necessary resources based on their identified needs. This role represents the initial touchpoint for many members, so managing call availability relative to the member population is essential, particularly amid anticipated growth.

The Member Services Center team enhances healthcare accessibility by acting upon service requests from various stakeholders. The Virtual Member Advocate will engage daily with specialists and teams across the organization to ensure callers’ needs are met promptly and effectively.

Key Responsibilities

• Foster loyalty and trust by anticipating member needs and providing empathetic, efficient service.
• Conduct thorough research to address member inquiries using problem-solving skills.
• Evaluate the caller’s reason for contact while managing their emotional state.
• Engage in effective questioning and redirect conversations as needed.
• Complete assessments and document information across various platforms in a timely manner.
• Deliver service aligned with organizational policies, procedures, and objectives.
• Notify verified parties of upcoming visits while resolving potential issues to uphold appointments.
• Safeguard members’ confidential medical information diligently.
• Utilize strong communication skills to interact and assist members, external providers, and care teams.
• Embrace a positive mindset in delivering exceptional customer service that impacts lives.

Position Requirements

• Proficient in keyboarding and basic computer navigation, including troubleshooting.
• Experience with data entry and transcription.
• Ability to locate and manage records effectively.
• Exceptional verbal and written communication skills.
• Present a friendly, professional demeanor while assisting members with technical aspects of accessing their care.
• Culturally competent, able to relate to individuals from diverse backgrounds.
• Maintain a likable and collegial communication style while demonstrating situational awareness.
• Skillful in task-switching, engaging in conversation while accurately recording information.
• A high school diploma or equivalent GED is required.
• Minimum of 2 years of experience in a high-volume contact center, preferably in healthcare.
• Ability to remain seated or standing for extended periods while engaging in keyboarding tasks.
• Good visual and auditory acuity for computer operation and telecommunications.
• A quiet workspace free from distractions and equipped with reliable internet access is essential.

Cityblock will assess individual qualifications and experience in setting final salaries. The position includes health insurance, life insurance, retirement benefits, participation in the equity program, and paid time off. Offers will be made at the company’s discretion based on relevant considerations including qualifications, experience, and location.

The anticipated salary range is: $41,300 to $48,700.

Cityblock Health values diversity as a foundational element of our work and the communities we serve. We are an equal opportunity employer, promoting inclusivity without discrimination based on race, religion, ethnicity, national origin, gender, gender identity, sexual orientation, age, veteran status, disability, or any other protected characteristic.

Application Process

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CLICK HERE for complete details and to apply for the Virtual Member Advocate role. Explore more opportunities on our Newest Jobs & Gigs page. To stay updated on job postings, consider joining our free Telegram channel. We wish you success in creating your work-from-home opportunities!