Medicare Advantage Member Service Representative

Siho Holding; Columbus (IN); Hybrid; USD 38,000 - 46,000; Full time

Job summary

SIHO Insurance Services is seeking a Medicare Advantage Member Services Representative in Columbus, IN. This role handles member and provider inquiries by phone and written channels, documents interactions, and supports resolution of benefits questions.

The position is full-time, hybrid (3 days in office, 2 remote), with weekend and peak-season coverage as needed. A high school diploma and two years of customer service experience are required, along with solid health insurance knowledge.

Qualifications

• Minimum Skills Requirement: strong customer service orientation and effective communication.
• Ability to explain benefits and navigate complex health insurance questions.
• Excellent listening skills and empathetic problem solving in a regulatory context.
• Ability to document inquiries and escalate when needed to resolution.
• HIPAA compliance and professional appearance are required.

Responsibilities

• Respond to member and provider inquiries via phone and written channels.
• Explain benefits, resolve claim concerns, and locate doctors nearby when needed.
• Record details of inquiries, complaints, and transactions accurately.
• Escalate unresolved issues and assist with customer grievances.
• Support teammates to meet department goals and ensure first-call resolution.

Skills

Customer Service Passion

Excellent communication

Active listening

Knowledge of health insurance

Medicare Advantage knowledge

Emotional intelligence

Attendance & reliability

Professional appearance

HIPAA confidentiality

Education

High School Diploma and 2 years of Customer service experience

Tools

Microsoft Office

Job description

Job Details

Job Location: 435 Washington Street - Columbus, IN 47201

Travel Percentage: No Travel

Job Category: Insurance

Job Title: Medicare Advantage Member Services Representative

Reports To: Manager, MytruAdvantage Customer Service

Our Vision

SIHO Insurance Services will be the premier healthcare delivery system administration company, known and respected for its Insurance high quality people, innovative products and outstanding services.

Location Requirement: This position is based in Columbus, IN and is not eligible for remote work or relocation. Candidates must reside in or be willing to commute to Columbus.

MTA Member Services

SIHO’s Member Services Representatives assist in creating an excellent experience for SIHO’s members and their providers. The primary responsibility of this position is to respond to member’s and providers inquiries. This position mainly responds to telephonic inquiries but may also be responsible for responding to written inquiries and assisting walk-in members. This is a non-exempt position.

Brief Description of Duties:

• Assist members with navigating their healthcare needs by explaining benefits, solving claim concerns, finding a doctor nearby or being their healthcare advocate
• Comply with regulatory requirements while addressing customer needs which may include complex benefit questions.
• Record details of inquiries, comments, complaints, and transactions.
• Escalate unresolved and pending customer grievances.
• Support teammates as business needs require to ensure the organization is meeting the needs of our members and providers
• Strive for first call resolution while demonstrating SIHO’s dedication to proactively work to resolve members questions and concerns.
• Work with partners in other departments, or to Doctors’ offices to help resolve a customer concern.
• Support your teammates as business needs require to ensure we are meeting the needs of our customers.
• Performs other relevant duties deemed necessary to achieve department and company-wide goals.

Traits we are looking for:

• Trustworthy Empathic Proactive
• Compassionate Good Listener Problem Solver
• Communicator Patient Personable & Collaborative

Schedule & Work Environment:

• Full-time position with hybrid work arrangement (3 days in office, 2 days remote)

Annual schedule divided into two seasons:

Peak Season (October 1 - March 31)

• Team coverage required 7 days/week, 8am-9pm
• Available shifts: 8am-5pm, 9am-6pm, 12pm-9pm (remote), and 10am-7pm as needed
• Weekend requirement: Minimum 2 weekends per month (remote shifts 12pm-9pm or 10am-7pm)
• Schedules provided one month in advance with consideration for employee preferences

Off-Peak Season (April 1 - September 30)

• Monday-Friday coverage between 8am-9pm
• Available shifts: 8am-5pm, 9am-6pm, or 12pm-9pm (remote)
• Must work one late shift per week (either 9am-6pm or 12pm-9pm)

Minimum Skills Requirement:

• Possess a passion for customer service
• Excellent communications (oral and written) and strong listening skills
• General knowledge and understanding of health insurance
• Knowledge of Medicare Advantage is preferred, but not required
• This job calls for strong emotional intelligence to proactively provide solutions, ensuring the member's health and safety
• Ability to maintain attendance to support required quality and quantity of work
• Professional appearance and presence
• Commitment to support and maintain confidentiality in conformance to HIPAA guidelines

Required Education:

• High School Diploma and 2 years of Customer service experience
• Working experience of Microsoft Office or other comparable software

Note: This position supports Medicare Advantage/MyTruAdvantage products, requiring weekend availability during peak season to ensure continuous member support.

*All positions are subject to change based on the needs of the business