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Member Advocate (Call Center Customer Service Rep)

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Date: Jul 13, 2019

Location: East Lansing, MI, US

Company: The Doctors Management Company



The Doctors Company Underwriting Group is focused on offering coverage to the medical malpractice insurance industry’s most complex risks. We are a cohesive and dynamic team that applies creative and flexible underwriting solutions to meet all challenges presented by the changing healthcare environment. Our underwriting appetite includes primary and/or excess coverage, loss-sensitive programs with multi-state capabilities on an admitted basis, and more.


We welcome self-motivated, creative, innovative, high-energy, effective communicators with in-depth knowledge of large account medical malpractice coverage. The right candidate possesses solid interpersonal and collaboration skills, and is comfortable communicating at all levels of an organization and with brokers and insured's. Your experience and talent will provide a fresh perspective as we fulfill the company’s strategic growth goals in the large complex account arena.

Member Advocate (Customer Service Representative- Call Center)



The Doctors Company Underwriting team is looking for a customer-service oriented Member Advocate to join our team in East Lansing, MI. The person selected for the position will work the hours of 11:00 AM- 8:00 PM. 




  • One to three (1-3) years of related customer service experience
  • One to two (1-2) years of Insurance or Health Care Industry Experience strongly preferred
  • Bachelor’s degree preferred
  • Knowledge of Underwriting and Accounting principles preferred
  • Proficiency and aptitude in use of computer information systems with knowledge of Microsoft Word and Excel preferred
  • Excellent phone and written communication skills
  • Proficiency in use of phone systems
  • Ability to accurately type a minimum of 40 WPM





Member Experience (Quality)

  • Provide superior customer service, as the initial point of contact for the insured 
  • Proactively anticipate callers needs, ask probing questions to ensure understanding of call content and to minimize any need for follow up
  • Proactively follow through on customer commitments


Collaboration & Support

  • Effectively collaborate and support peers to bring resolution to stakeholders needs or needed process improvement
  • Maintain professional, tactful, respectful relationships with internal and external stakeholders 


Personal & Professional Development

  • Demonstrate initiative to identify and communicate areas for personal development and training
  • Complete assigned training and demonstrate mastery of concepts presented
  • Use skills learned in training to increase professional performance in the areas addressed in the training


Process & Support Efficiency

  • Ensure all processing activities are accurately completed
  • Leverage appropriate internal resources to assist with problem-solving before escalating. Provide recommendations if escalation is necessary. 
  • Adhere to assigned schedule and proactively communicate any modifications needed to management
  • Proactively follow through on customer commitments


Continuous Improvement Support

  • Provide process recommendations to management to continuously improve and support implementation of new workflows
  • Embrace change initiatives by supporting changing processes, procedures, organizational initiatives, etc.


Other duties as assigned

  • Perform other assignments as requested and directed by management
  • Positively impact company and department effectiveness through actively engaging in such activities as team projects, administrative duties, etc.


We offer competitive compensation, incentive bonus plans, outstanding career opportunities, an exceptional work environment, and an impressive benefits package, which starts with medical, family and bereavement leave; same-sex domestic partner benefits; short- and long-term disability programs; and an employee assistance program. There's more:

  • Health, dental, and vision insurance
  • Health and dependent care tax-free spending accounts with a company match
  • 401(k) and Roth IRA with company match, as well as catch-up plans for both
  • 10 paid vacation days, 6 paid sick days, and 6 paid personal days each calendar year (with vacation increases based on length of service)
  • 10 paid holidays each calendar year
  • Life and travel insurance
  • Tax-free commuter benefits
  • In-person and online learning opportunities
  • Cross-function career opportunities
  • Business casual work environment
  • Time off to volunteer
  • Matching donations to qualifying nonprofit organizations
  • Company-sponsored participation at non-profit events



At The Doctors Company, we are fiercely committed to our mission of advancing, protecting, and rewarding the practice of good medicine. Our employees are integral to our success as the nation’s largest physician-owned medical malpractice insurer—and reflect our core values of service and professionalism. Employees also make a difference in their communities through volunteer work and donations. In the last five years, employees have worked more than 5,000 hours for local community organizations and donated more than $500,000, in conjunction with a company matching funds program.

The Doctors Company is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Nearest Major Market: Lansing

Job Segment: Underwriter, Customer Service Representative, Medical, Call Center, Customer Service, Insurance, Healthcare

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