Job description
Membership Advocate Purpose: To serve the members of Samaritan Ministries International (SMI) by compassionately, efficiently, and graciously advocating for them and communicating with them in regards to their membership with SMI.
This is a full-time position, 40 hrs./week, 9:00-5:30pm (central)
PRIMARY RESPONSIBILITIES AND DUTIES: the quantitative and qualitative contribution to the work of the ministry. The hours for training are 8:30am-5pm (central time). Once training is completed the hours are 9am-5:30pm (central time).
Staff are required to meet established goals or communicated expectations for quantity and quality, apply appropriate time management and prioritization skills, work independently with a reasonable amount of guidance from more senior staff, and adequately learn and apply training and knowledge to perform these responsibilities and duties.
Compassionately, efficiently, and graciously care for members by:
- Helping members navigate the interaction between membership in a health care sharing ministry, an insurance-centric health care field, the Affordable Care Act, and public policy.
- Handling inbound and outbound phone calls, emails, and tasks received through other software platforms.
- Answering members’ questions about Samaritan Ministries, health care sharing, the need sharing process, Samaritan Ministries’ Guidelines, policies, and other processes.
- Serving members by communicating with them on the phone or via email by doing the following:
- Assessing member’s situations to discern the most effective manner to communicate God’s love, always pointing them back to Christ.
- Performing basic maintenance on memberships to ensure that all information is accurate and updated
- Inactivating memberships upon member’s request, reactivating memberships after verifying that all requirements have been met and adding or removing individuals from existing memberships.
- Helping members with share and membership issues.
- Submitting requests to the Legal Team for Proof of Membership documents.
- Documenting each member interaction within the membership database.
- Serving the member by completing all assigned tasks by Team Lead in an efficient and effective manner, caring for members by resolving membership issues with diligence and kindness, ensuring that members are communicated with in a sufficient manner.
- When appropriate, provide biblical counsel, prayer, and encouragement, while upholding the authority of the member’s local church.
- Participating in ongoing training with a joyful and teachable attitude in the following ways:
- Attending all prayer, team, department and staff-wide meetings
- Proactively reviewing training materials on a regular basis and asking a trainer or supervisor for guidance or instruction when necessary.
- Answering questions of less tenured advocates in both a timely and patient manner.
- Meet quality assurance requirements and other key performance metrics as specified by Team Lead.
- Miscellaneous Duties: Performs other related duties, as assigned
COMPETENCIES: the specific skills required for success in this role.
Staff are required to demonstrate competence in the following specific areas with appropriate confidence, regular success, and independently (with occasional guidance as needed).
- Attention to Detail—Thorough in accomplishing a task with accuracy and timeliness. Minimizes error by self-checking work and managing distractions and priorities to meet the needs of the team/organization.
- Written Communication—Writes professional and grammatically correct messages that are clear and concise and have the desired effect using the appropriate writing style for the audience, topic, and platform.
- Verbal Communication—Able to convey thoughts and express ideas clearly, completely, and effectively. Attentive, listens to others and responds appropriately for the situation, demonstrating comprehension. Effectively uses nonverbal cues as part of communicating a message and recognizes and responds to nonverbal cues from others.
- Customer Service—Responds to the needs of internal and external customers. Identifies and addresses customer needs with timely, accurate information. Works within established procedures, schedules and deadlines with focus on customer to deliver value.
- Problem Solving—The ability to define a problem correctly, determine root causes, brainstorm possible solutions, and effectively analyze options to find a resolution. Communicates problem resolution and may participate in the implementation and evaluation of solution for success
Knowledge: refers to the level of expertise that a person holds regarding their role.
Staff are required to possess applicable knowledge to bring value to SMI in this role, know and utilize resources well, ask questions to ensure full understanding. gain and retain knowledge to keep up with changes, and accept and engage with training to grow knowledge for current and future responsibilities. The following is a comprehensive list of knowledge for this role.
- SMI Guidelines and TERPS
- Techniques for dealing with difficult situations
- Active listening techniques
- Departmental processes, procedures, and protocols
- Metric goals for the role
- Software:
- Five9 phone system
- Groundhog CRM
- Zoho
Education & experience
- 2-year college degree from an accredited college or equivalent combination of education and experience.
Full-time benefits include:
Health benefits, Retirement, Performance-Based Incentive Pay, Paid Time Off
Pay Range: $13.45-$17.45 *Starting pay is based off of qualifications and experience
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