{"id":2853624,"url":"https://alion.io/job/helpware-membership-service-advocate-n4","title":"Membership Service Advocate (N4)","company":{"id":454250,"name":"Helpware","domain":"helpware.com","url":"https://alion.io/company/helpware-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":83,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Legal","role_family":"Legal","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-19T11:28:56Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-01T04:01:08Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"About Us\nHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.\nPosition Summary:\nAs a Member Services Advocate, you will be a part of a team that transforms customer service into Customer Care by delivering an amazing experience. You will assist beneficiaries with a wide range of critical services, which include but not limited to updating account information, providing plan information, resolving issues with utilization of the plan. Qualified candidates will have a strong desire to help people with strong customer care skills, attention to detail, and highly organized.\nResponsibilities:\nAs our customers share concerns and provide us with valuable feedback, your ability to recognize and complete the steps necessary to meet their needs will leave a permanent, lasting impression of the passion you have for helping them be at their best. We make sure our customers are not alone when it comes to understanding their benefits and they will rely on you to advocate for them as you would your own family member. In addition to the keys to success identified above that you will bring with you to the team, you will need to demonstrate the following abilities:\nUpdate account information such as billing options and changes of address or phone numbers. \nResearch premium billing discrepancies and prescription claims processed. \nEducate beneficiaries on how the plan works, including benefits, cost sharing, and levels of coverage. \nSubmit mail requests for beneficiaries such as ID cards and formularies.\nLook up medicines on the formulary to verify if they are covered, the tier and copay level, and if a drug is not covered, provide an explanation as to why.\nDisplays positive demeanor, technical accuracy, and conformity to company policies.\nUnderstands CMS Guidance and ensures applicable Exhibits are being mailed per CMS Guidance.\nEnsure HIPAA regulations are maintained within the immediate environment.\nResponsible for concise and detailed notations as it pertains to member records.\nHandles outbound calls for purposes of validating information.\nHandles inbound calls by assisting members with a high level of accuracy and efficiency.\nEscalates any member issues to management as necessary.\nResponsible for maintaining a high level of call quality as set by client standards, which includes a 95% quality score, and answering 80-85% of calls within 30 sec. or less\nCommunicate with coworkers, management, staff, customers, and others in a courteous and professional manner.\nConform with and abide by all regulations, policies, work procedures and instructions.\nRespond promptly when returning telephone calls and replying to correspondence and faxes.\nAct, dress, and behave in a professional manner to reflect a positive image of the company. \nMonthly Goals:\nMeet average QA score of 95% \nComply with attendance guidelines of 98%\nSchedule adherence of 90% or higher\nMaintain AHT below certain standards\nRequirements:\nAssociate Degree preferably in Healthcare \nMinimum 3 years working in a fast paced high volume call center environment, retail customer service, preferably in healthcare or hospitality\nAbility to multi-task effectively with strong attention to detail when documenting customers reasons for calling\nExcellent written communication skills \nExcellent problem-solving abilities - Must love customer service with excellent listening skills, demonstrate empathy and the ability to educate customers\nAbility to de-escalate matters in a calm and professional manner\nComfortable with technology and navigating numerous systems simultaneously\nUnwavering dedication to serving a customer that has complex needs\nRequires strong technical skills with Microsoft Office (Excel, word, and Outlook)\nMust have an energetic phone presence - professional etiquette over the phone, through written and face to face communication \nSelf-motivated, confident, reliable and commitment to customer satisfaction \nAdherence to following internal policy \nAbility to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others\nAbility to break down complicated information into simple messages for the caller","description_format":"text","description_chars":4486,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-19T14:06:08Z"}],"visa":[],"liveness":{"score":80,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.889,"p_room":0.9,"age_days":11,"expected_fill_days":25,"reasons":["conf:3","velocity","win:mid"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/helpware-membership-service-advocate-n4","json_url":"https://alion.io/job/helpware-membership-service-advocate-n4.json","meta":{"generated_at":"2026-11-01T05:58:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9290,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":454250},"rest":"https://alion.io/mcp/rest/get_company?id=454250"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhelpware-membership-service-advocate-n4"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhelpware-membership-service-advocate-n4"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhelpware-membership-service-advocate-n4"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/helpware-membership-service-advocate-n4\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhelpware-membership-service-advocate-n4"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2853624}},{"tool":"search_jobs","arguments":{"company":"helpware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2853624},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}