About the Role
Bilingual Member Advocates work in concert with pharmacists and pharmacist technicians to provide exceptional services to our members. Member Advocates are the first point of contact to patients and serve as the voice of Tria Health. This position is extremely critical in our success and our members’ overall satisfaction.
Essential Duties and Responsibilities
Serve as an information resource for members, clients, brokers, TPAs.
Answer incoming Help Desk calls for patients in English and Spanish.
Speak effectively on the phone to patients, physicians, and clients in English and in Spanish.
Make appointment reminder calls.
Schedule appointment requests.
Answer questions or concerns submitted through the portal and or website.
Organize and file enrollment forms that are received.
Assist the pharmacists and/or pharmacy technicians in providing necessary data to perform their duties.
Assist in developing and processing required reports on a scheduled and “as needed” basis.
Process incoming and outgoing Tria mail.
Make outbound calls on ancillary programs that Tria Health offers in English and Spanish.
Serves as primary contact for members who are calling with problems and/or questions.
Takes new enrollments over the phone in English and Spanish.
Provide support for clinical programs, including establishing relationships with members and other health care providers.
Function as support and resource for clinical and sales departments.
Make outbound calls to engage and/or educate potential patients.
Assist with printing as needed.
Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Other duties as assigned.
Create routine reports and correspondence.
Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Perform duties at a high degree of accuracy.
Strong team player and willingness to work in other functional areas to cover absences or relief, and/or to equalize peak work periods or to otherwise balance the workload.
Commitment to the Tria Health mission statement, vision statement, values, and the employee handbook.
Pleasant phone voice.
Good listening skills.
Ability to make connections with members.
Desire to help our members.
High school diploma or equivalent and a minimum of one-year related experience and/or training.
Previous customer service experience required.
Previous knowledge of health plans, benefits, and prescription drugs is preferred.
Proficient in Email and Microsoft Office products (Word, Excel, Power Point, etc.).
Must be bilingual in English and Spanish.
Physical Demands and Work Environment
Physical Demands: While performing the duties of this job, the individual is regularly required to stand, bend, kneel, sit, walk, and use hands to finger, handle, or feel objects; reach with hands and arms; talk and hear. The vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Individual must occasionally lift and/or move up to 10 pounds.
Work Environment: This job operates in a professional office environment where standard office equipment such as computer, phones, copiers, filing cabinets, and printers are utilized. The noise level in the work environment is usually minimal. Mail room noise is considered moderate periodically.
Office Hours: This position works 12-9 pm Monday - Thursday and 10-7 pm on Fridays. They also will work one Saturday a month (overtime) unless business volumes or coverage needs require an additional Saturday.
Location: Tria Health is currently located in Overland Park, KS but will be moving to Kansas City, MO (Crossroads neighborhood) later in 2022. This is not a remote position.
This job description should not be considered an all-inclusive listing of work requirements and may be changed at any time.