Member Advocate - Customer Service Representative

The Doctors Company has an opportunity for a Member Advocate to join our collaborative and dynamic team. Our Member Advocates are a vital part of the Underwriting Team and are often the face of the company, providing best imaginable customer service and support related to medical malpractice insurance policies. If you’re motivated by meaningful work, continuous learning, and delivering excellent service in a fast-paced setting, this role may be a great fit.

This is a hybrid opportunity in the company's Napa, CA office. The schedule for this position is 8am - 5pm PST.

Position SummaryOur Member Advocates are the first point of contact, providing exceptional customer service in a fast-paced call center environment. On average, Member Advocates resolve approximately 40-60 inbound calls per day, along with additional off-phone task processed in-between calls. Member Advocates communicate essential concepts to our members and external partners, covering topics such as billing details, online portal troubleshooting, policy changes, general coverage information, and credentialing processes. This role proactively anticipates member needs and problem-solves to ensure accurate, first call resolutions. This position requires strict schedule adherence, effective time management, and consistent follow-up of tasks and member requests. Performance is measured through schedule adherence, quality assurance evaluations, productivity, and customer satisfaction survey results.

Qualifications /SkillsHigh school graduate or GED requiredOne to three (1-3) years of customer service experience preferredExcellent attention to detail and documentation skillsStrong verbal and written communicationProficiency within Microsoft suit of products, including Word, Excel, and OutlookAbility to convey difficult messages and policy details with clear and empathetic communicationAbility to learn and retain new skillsMain ResponsibilitiesReceive, research, document, and resolve inbound inquiries efficiently and accurately.

Process high volume, time sensitive transactions accurately, with attention to detail.

Maintain accurate and detailed documentation of all interactions in policy and filing systems.

Explain insurance terms such as endorsements, billing changes and information, and policy changes in a clear, professional manner.

Route claims, risk management, and coverage inquiries to the appropriate departments.

Meet or exceed call center performance metrics including quality, accuracy, and productivity standards.

Ensure all processing activities are accurately completedPerform other assignments as requested and directed by managementPay Range: $21.57 - $25.17Compensation varies based on location, skills, knowledge, and education. We consider factors such as specialized skills, depth of knowledge in the field, and educational background to ensure fair and competitive pay.

BenefitsWe offer competitive compensation, incentive bonus plans, outstanding career opportunities, an exceptional work environment, and an impressive benefits package, which starts with medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; and an employee assistance program. There's more:

Health, dental, and vision insuranceHealth care tax-free spending accounts with a company match401(k) and Roth IRA with company match, as well as catch-up plans for bothVacation days, sick days, and paid personal days each calendar year (with vacation increases based on length of service)Paid holidays each calendar yearLife and travel insuranceTax-free commuter benefitsIn-person and online learning opportunitiesCross-function career opportunitiesBusiness casual work environmentTime off to volunteerMatching donations to qualifying nonprofit organizationsCompany-sponsored participation at non-profit eventsAbout The Doctors CompanyThe Doctors Company is the nation’s largest physician-owned medical malpractice insurer. Founded and led by physicians, we are committed to advancing, protecting, and rewarding the practice of good medicine.

The Doctors Company is proud to be Certified™ by Great Place to Work®.