Job Summary:

+ The Member Experience Escalation Advocate is responsible for resolving complex member service escalations and ensuring timely, effective issue resolution. This role serves as a subject matter expert in benefits administration, partnering with internal teams and external vendors to address challenges, improve processes, and enhance the overall member experience. The Advocate also supports staff through training and mentoring, analyzes escalation trends, and helps drive continuous improvement initiatives. Strong communication, problem-solving, and de-escalation skills are essential.

Key Responsibilities:

+ Resolve complex member service escalations, including high-priority and sensitive cases

+ Provide expert-level support in benefits administration, including policies, procedures, and compliance requirements

+ Investigate and resolve service issues by coordinating with internal teams, TPAs, and external vendors

+ Appl...