• Support FMC’s Call Center operations • Provide exceptional service to customers • Answering inbound and making outbound calls • Responding to customer requests within set timeframes • Delivering an exceptional quality of service • Providing information and assistance with loan information • Adhering to schedules and meeting deadlines • Working as part of a dedicated team • Building positive relationships with customers • Maintain regular and punctual attendance

• The Patient Advocate will handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers. • Responsible for coordinating testing services for patients by reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing. • Working with healthcare providers to complete the required documentation and sample submission. • Confirming insurance eligibility and benefit levels. • Communicate with patients to explain insurance coverage benefits and test information including process and turnaround time. • Independently manage assigned work and meet production and quality metrics. • Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers.

• Overseeing day-to-day customer service operations • Ensuring efficient handling of inbound and outbound calls while maintaining high-quality service standards • Managing a team of customer service representatives • Providing coaching and performance feedback • Monitoring workflow to meet client-specific service levels • Ensuring accurate and timely updates to policy information • Compliance with all regulatory requirements (including HIPAA) • Maintaining strict adherence to established communication scripts and procedures

Role Description Join Our Dynamic Team and Make a Meaningful Impact! Are you passionate about helping others navigate complex systems and achieve life-changing outcomes? We are seeking a Member Liaison to join our growing team. In this essential role, you’ll manage a caseload of pending Social Security applications, ensuring that all required documentation and information are collected to move each case toward a successful approval. You will serve as a bridge between our members and government agencies, providing exceptional service, timely follow-ups, and proactive problem-solving to ensure our clients receive the benefits they need. What You’ll Do - Manage and monitor a caseload of pending Social Security applications daily. - Act as a liaison between members and government agencies, conducting outreach via phone calls and letters. - Follow up with agencies to obtain status updates and advocate for expedited decisions. - Prioritize tasks using reports and queries to meet performance benchmarks. - Escalate complex or aging cases when necessary and recommend solutions. - Provide excellent customer service by educating and counseling members about the Social Security application process. - Accurately maintain demographic and case information in a proprietary database. - Prepare documentation for appeals in case of application denial. - Assist with team training, cross-training, and continuous improvement initiatives. - Participate in departmental projects and committees as assigned. Qualifications - Bachelor’s degree in a related field or equivalent combination of education and experience. - 1+ years of customer service or call center experience, preferably in healthcare. - Familiarity with medical terminology and health insurance, preferred. - Bilingual in English and Spanish, Portuguese, Vietnamese, Chinese, Russian are highly encouraged to apply. - Strong written and verbal communication skills; active listening a must. - Proficiency in Microsoft Office, data entry, and CRM/database systems. - Exceptional organizational skills and attention to detail. - Ability to handle a high volume of outreach calls and manage multiple priorities. - Emotionally mature with the ability to interact with a vulnerable population. - Willingness to work flexible hours 11-7 pm or 12-8 pm shifts and contribute to a team-driven environment. - Remote options are available M-F 40 hours per week. Benefits - Make a Difference: Your work will directly impact the lives of low-income and disabled individuals, improving their access to vital benefits and services. - Collaborative Environment: Work with a supportive team dedicated to the same cause and share your ideas to create positive change. - Equal Opportunity: We value diversity and foster an inclusive work environment. - Professional Growth: We encourage personal and professional development and provide opportunities for advancement within the organization. - Competitive Compensation: Enjoy a competitive salary package with benefits. - Flexible work options: Remote or Hybrid.