Member Advocate

Member Advocate (Customer Service)

Full Time

About the Role

Member Advocates work in concert with pharmacists and pharmacist technicians to provide exceptional services to our members. 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 members.

  • Speak effectively on the phone to patients, physicians, and clients.

  • Make appointment reminder calls.

  • Schedule appointment requests.

  • Answer member 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 member data.

  • Process incoming and outgoing Tria mail.

  • Make outbound calls on ancillary programs that Tria Health offers.

  • Serves as primary contact for members who are calling with problems and/or questions.

  • Takes new enrollments over the phone.

  • 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 members.

  • Assist with printing as needed.

  • 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.

  • Commitment to the Tria Health mission statement, motto and employee handbook.

Success Factors:

  • Detail-orientated.

  • Pleasant phone voice.

  • Quick learner.

  • Good listening skills.

  • Ability to make connections with members.

  • Desire to help our members.

  • Team player.

  • Self-motivated.


  • High school diploma or equivalent and a minimum of one-year related experience and/or training.

  • Previous customer service experience required.

  • Proficient in Email and Microsoft Office products (Word, Excel, Power Point, etc.).

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • 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 20 pounds.

  • Work Environment:  This job operates in a professional office environment where standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines are utilized. The noise level in the work environment is usually minimal. Mail room noise is considered moderate periodically.

  • Office Hours:  Member Advocates work a variety of shifts to cover the hours of Monday-Thursday 8am-9pm, Friday 10am-7pm and Saturday 9am-5pm. Member Advocates will cover  those hours in a set 8-hour shifts. This postions works 10am-7pm, Monday-Friday. Saturday   shifts are paid at overtime rates. 

  • Location: Tria Health is currently located in Overland Park, KS but will be moving to Kansas City, MO (Crossroads neighborhood) later in 2022.

*This job description should not be considered an all-inclusive listing of work requirements and may be changed at any time.

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