Hi, we’re Gravie. Our mission is to create health benefits that actually benefit small and midsize businesses and their employees. Our innovative benefit solutions and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.
About the Role:
We’re seeking dedicated, customer-focused individuals to join our Gravie Care Member & Provider Services Team. In this role, you’ll serve as a first point of contact for members and providers, delivering exceptional service via inbound calls and emails. You’ll support inquiries related to all aspects of health insurance: helping individuals navigate their plans, understand benefits, resolve claims issues, and more.
We are starting a class of 5+ Member Service Advocates on November 30, 2026.
You Will:
- Deliver an outstanding, empathetic customer experience by making each interaction simple, helpful, and positive.
- Respond professionally to inbound inquiries from members and providers via phone and email.
- Ask thoughtful questions to fully understand the issue, then identify appropriate solutions or next steps.
- Accurately explain claims, benefits, eligibility, billing, provider networks, and prescription coverage using internal systems.
- Actively listen and demonstrate compassion, ensuring callers feel heard and supported.
- Record all interactions clearly and thoroughly in our Customer Relationship Management (CRM) system.
- Partner with internal departments, third-party vendors, and brokers/navigators to provide seamless resolution and support.
- Maintain a structured and reliable schedule; availability for extended hours during peak season (January–March) may be required.
- Uphold the Gravie CARE service model (Compassion, Advocacy, Resolution, Education) in every interaction.
- Embody our core values: Be authentic. Stay curious. Think creatively. Focus on outcomes.
- Ensure compliance with all privacy, confidentiality, and security protocols, including HIPAA and other regulatory standards.
- Consistently meet or exceed performance expectations in areas such as call quality, adherence, RSAT (Customer Satisfaction), After Call Work and Call Answered%.
You Bring:
- 1-2 years of experience in customer service or a call center environment.
- A passion for helping people, with a track record of resolving complex customer concerns using active listening, creative problem-solving, and empathy.
- Strong written and verbal communication skills, with the ability to summarize information clearly and effectively.
- High reliability and a strong commitment to adhering to a structured work schedule.
- Excellent attention to detail and strong organizational skills.
- Experience entering and updating information in electronic systems or databases.
- Proficiency navigating computers, including multitasking across multiple platforms and systems, with solid typing skills.
- Self-motivation and the ability to work effectively with individuals from diverse backgrounds and roles.
- The ability to learn quickly and follow established processes accurately and efficiently.
- A results-driven mindset, comfortable working in a fast-paced and ever-evolving environment.
Extra Credit:
- Previous experience in health insurance, healthcare, or related fields.
- Familiarity with Microsoft Office and Google Suite.
- Active Health Insurance Producer License or willingness to obtain licensure if required.
- Experience working with Medicare, Medicaid, or Marketplace plans is a plus.
Work Environment:
- This role is remote. Candidates must have access to a quiet, professional workspace and reliable high-speed internet if remote that meets our organizations minimum requirements.
- A high level of focus, professionalism, and independence is expected, particularly in a remote environment.
A LITTLE MORE ABOUT US:
- We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several…