One Call Member Advocate Access Health Services LLC Little Rock, AR Job Details Full-time 1 day ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance Professional development assistance Life insurance Qualifications Teamwork High school diploma or GED Attention to detail Communications Time management Full Job Description

JOB SUMMARY

The One Call Member Advocate serves as the member's single point of contact for questions, concerns, access barriers, and service needs within the Commercial line of business. This role is responsible for managing member issues from intake through resolution, coordinating with internal teams and external partners, and ensuring members remain informed of each next step throughout the process. The Advocate also serves as a liaison to help identify potential care management needs and facilitate connection to the clinical staff when members use key phrases or describe concerns related to chronic conditions. The ideal candidate will demonstrate strong communication skills, sound judgment, a solution-oriented mindset, and a commitment to delivering an exceptional member experience with empathy, urgency, professionalism, and accountability.

KEY RESPONSIBILITIES

Serve as the dedicated concierge contact for members, providing personalized support through phone, email, or other approved communication channels. Manage member inquiries, concerns, escalations, and service requests from intake through resolution, ensuring each issue is addressed accurately and followed through to completion. Keep members informed throughout the process by clearly communicating next steps, expected timelines, required documentation, and resolution status. Actively listen to member needs, demonstrate empathy, and provide calm, confident guidance, particularly in sensitive or complex situations. Research, document, and resolve member issues related to benefits, access to care, provider coordination, claims, medical billing, eligibility, referrals, authorizations, and care navigation. Coordinate with internal departments, providers, health plans, vendors, and other stakeholders to remove barriers and deliver timely solutions. Identify urgent or high-risk member needs and escalate appropriately while maintaining ownership of the member experience. Maintain accurate, thorough, and timely documentation of member interactions, actions taken, commitments made, and follow-up requirements. Educate members on available services, program processes, and resources to help them feel supported, informed, and empowered. Identify trends, recurring issues, or service gaps and share feedback to support continuous improvement of the member experience.

QUALIFICATIONS

High school diploma or equivalent required; associate or bachelor's degree in healthcare administration, business, communications, social services, or a related field preferred. Two to three years of experience in healthcare customer service, member services, patient advocacy, care navigation, benefits support, call center operations, or concierge service preferred. Strong verbal and written communication skills, with the ability to explain complex information clearly and professionally. Demonstrated ability to manage sensitive member concerns with empathy, patience, discretion, and confidentiality. Excellent problem-solving, follow-up, organizational, and time-management skills. Ability to work independently while collaborating effectively with cross-functional teams. Proficiency with computer systems, customer relationship management tools, electronic documentation platforms, and Microsoft Office applications. Knowledge of healthcare terminology, insurance benefits, claims, provider networks, referrals, or authorization processes preferred.

CORE COMPETENCIES

Member-first service: Creates a high-touch, personalized experience that makes members feel heard, valued, and supported.

Ownership and accountability:

Follows every issue through to completion and communicates proactively along the way.

Clear communication:

Provides timely updates, explains next steps, and sets realistic expectations.

Critical thinking:

Investigates root causes, identifies options, and drives practical solutions.

Collaboration:

Builds productive relationships across teams to resolve member needs quickly and effectively.

Confidentiality:

Manages protected and sensitive information with care and professionalism.

SUCCESS MEASURES

Member issues are resolved accurately, thoroughly, and within expected timeframes. Members receive timely updates and understand the actions being taken on their behalf. Documentation is complete, clear, and compliant with company standards. Escalations are managed appropriately while maintaining a seamless member experience. Members report feeling supported, informed, and confident in the assistance provided.

WORK ENVIRONMENT

This position is primarily office-based. Remote work may be permitted during inclement weather or other approved situations based on business needs. The role requires consistent availability during assigned business hours, professional communication, attention to detail, and the ability to manage multiple member cases simultaneously while maintaining a high standard of concierge-level service.

Job Type:

Full-time Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Vision insurance

Experience:

Healthcare Customer Service:

2 years (Required) Ability to

Commute:

Little Rock, AR 72201 (Required)

Work Location:

In person