Resource Advocate

Enrollment Management Services; Columbus (OH); On-site; USD 40,000 - 52,000; Full time

Job summary

Enrollment Management Services is seeking a Resource Advocate to support members navigating healthcare, benefits, and financial concerns with empathy and proactive follow-through.

This role emphasizes building trusted relationships, removing barriers, and coordinating with internal and external partners to guide members toward a clear path forward.

If you are comfortable initiating conversations, following up, and maintaining professionalism in sensitive situations, this could be the right fit.

Qualifications

• Strong verbal and written communication skills.
• Ability to build trust and maintain professional boundaries.
• Ability to stay organized and manage multiple needs with attention to detail.

Responsibilities

• Build trusted relationships with members through thoughtful, personalized communication.
• Listen carefully to understand each member’s needs and priorities.
• Help members navigate healthcare, benefits, financial, and other resources.
• Advocate for members while maintaining professional boundaries.
• Follow up consistently to move members toward resolution.
• Represent EMS professionally in all interactions.

Skills

Empathy

Persistence

Communication

Follow-through

Relationship-building

Active listening

Organization

Job description

Help people navigate some of life’s most complex moments.

EMS is seeking a Resource Advocate who combines empathy, persistence, strong communication, and exceptional follow-through to support members navigating healthcare, benefits, financial concerns, and other complex situations.

This is not a traditional customer service role. Resource Advocates build trusted relationships with members, help remove barriers, connect people to meaningful resources, and stay engaged until there is a clear path forward. The strongest Resource Advocates know how to meet people where they are while also being comfortable taking initiative, following up, and continuing the conversation when someone may initially be hesitant to engage.

What You’ll Do

Resource Advocate

Help people navigate some of life’s most complex moments.

EMS is seeking a Resource Advocate who combines empathy, persistence, strong communication, and exceptional follow-through to support members navigating healthcare, benefits, financial concerns, and other complex situations.

This is not a traditional customer service role. Resource Advocates build trusted relationships with members, help remove barriers, connect people to meaningful resources, and stay engaged until there is a clear path forward. The strongest Resource Advocates know how to meet people where they are while also being comfortable taking initiative, following up, and continuing the conversation when someone may initially be hesitant to engage.

What You’ll Do

As a Resource Advocate, you will:

• Build trusted relationships with members through thoughtful, personalized communication
• Listen carefully to understand each member’s needs, concerns, and priorities
• Help members navigate healthcare, benefits, financial, and other available resources
• Advocate for members while maintaining appropriate professional boundaries
• Follow up consistently and proactively to help members move toward resolution
• Manage multiple member needs and priorities while maintaining strong organization and attention to detail
• Navigate sensitive or emotionally difficult conversations with empathy and professionalism
• Collaborate with internal teams and external partners to help resolve member needs
• Maintain accurate documentation and ensure commitments are followed through to completion
• Represent EMS professionally in every member, client, and partner interaction

What Makes Someone Successful in This Role

We are looking for someone who is naturally empathetic but also persistent.

You know how to make people feel heard and understood, but you are not passive. If someone is hesitant, overwhelmed, or initially says no, you are comfortable continuing to build trust, asking thoughtful questions, and finding another way to help.

Strong candidates typically demonstrate:

• High emotional intelligence and empathy
• Strong relationship-building skills
• Confidence initiating conversations and following up
• Persistence without being pushy or transactional
• Excellent verbal and written communication
• Strong organization and personal accountability
• Sound judgment in complex or sensitive situations
• Ability to work independently and take ownership
• Comfort managing changing priorities
• Professionalism when working with members, clients, brokers, and leadership

The Person We’re Looking For

You may come from healthcare, benefits, advocacy, member services, case coordination, client services, customer success, or another relationship-focused environment.

More important than a specific background is how you work with people.

You are someone who can sit with a person during a difficult moment, listen without judgment, identify what they really need, and then take action. You build credibility through consistency. You do what you say you are going to do. And when there is an opportunity to help someone, you do not give up easily.

Why This Role Matters

Resource Advocates are often the human connection between a member and resources that can make a meaningful difference in their life.

Every conversation is different. Some members will know exactly what they need. Others may be frustrated, overwhelmed, skeptical, or unsure where to begin.

Your job is to help create clarity, build trust, and move the conversation forward.

If you are energized by helping people, comfortable navigating complex situations, and believe great advocacy requires both compassion and action, we would like to hear from you.