Highlights

Strong troubleshooting and investigative skills, including the ability to gather information and work collaboratively with participants, vendors, and internal departments to resolve issues. Assist with enrollment forms, working spouse forms, disability claims, special fund claims, and other participant-related processes.

Description

Important Requirements

Candidates must complete drug testing and background screening within 24 hours of accepting an offer.

Punctuality is required. Candidates who arrive late will be turned away.

Please submit your top qualified candidates for consideration.

Make a Difference With Every Conversation

Is your candidate someone who genuinely enjoys helping people?

Do they like solving problems, finding answers, and turning a frustrating situation into a positive experience?

We’re looking for a Participant Advocate to join our Customer Service team at the Family Medical Care Plan (FMCP). This role is about much more than answering questions—it’s about being a trusted resource and advocate for the people we serve.

Participant Advocates help participants understand their health benefits, resolve concerns, navigate processes, and get the answers they need.

This is an excellent opportunity for someone who is:

Compassionate and service-minded
Dependable and professional
Curious and eager to learn
A strong communicator
A thoughtful problem solver
Comfortable working as part of a team

They don’t need to know everything about employee benefits on day one. We’ll provide the support and training needed to build that knowledge. What matters most is their commitment to exceptional service and their willingness to learn and grow.

What They’ll Do

As a Participant Advocate, they’ll help make navigating health benefits easier for participants. Every day brings different questions, challenges, and opportunities to make a difference.

Their responsibilities will include:

Provide friendly, professional, and empathetic service by phone, email, in person, and through written correspondence.
Answer questions regarding eligibility, benefits, claims, self-payments, and other plan-related matters.
Research participant questions and concerns to identify accurate answers and effective solutions.
Explain claim payments and help participants understand why a claim may have been denied.
Verify eligibility and benefits and coordinate eligibility updates with outside vendors.
Collaborate with internal departments, providers, vendors, local unions, and employers to resolve participant concerns.
Learn and apply FMCP’s Summary Plan Description, benefit schedules, eligibility systems, claims systems, and reciprocity processes.
Accurately document participant interactions and maintain clear, complete records.
Assist with enrollment forms, working spouse forms, disability claims, special fund claims, and other participant-related processes.
Help participants navigate the FMCP website and online resources.
Escalate complex concerns to the appropriate team member when additional assistance is needed.
Participate in special projects and support the team wherever needed.

What Makes Someone Successful in This Role?

The strongest candidates will be people who:

Enjoy helping others: They understand that behind every call or email is a person looking for assistance.
Are problem solvers: They’re willing to dig into an issue, gather information, and work toward the right solution.
Communicate clearly: They can take complex information and explain it in a way that is easy to understand.
Lead with empathy: They remain patient, professional, and solution-focused—even when a participant is frustrated.
Are dependable: Their teammates and participants can count on them to be present, prepared, and ready to contribute.
Pay attention to detail: They understand that accuracy is critical when helping people navigate their benefits.
Want to learn: They’re excited to develop new expertise and grow professionally.
Are team players: They communicate, collaborate, and step in to support their teammates when needed.

Schedule

This is a full-time, in-office position working 40 hours per week, Monday through Friday.

Regular schedule: 8:00 AM – 5:00 PM
Lunch: One-hour unpaid lunch each day
Potential schedule after conversion: 10:00 AM – 7:00 PM

Candidates must be comfortable with the possibility of working the 10:00 AM – 7:00 PM shift if selected for the role and converted.

What You’ll Need to Apply

Candidates should meet the following qualifications:

Minimum of 1 year of receptionist, scheduler, or customer service experience
Minimum of 1 year of TPA, insurance carrier, or healthcare experience preferred
Typing speed of at least 40 words per minute
High School Diploma required
Strong initiative and a genuine desire to serve others, learn, and succeed
Excellent written and verbal communication skills
Proficiency in Microsoft Office
Strong dependability, including timely arrival and consistent attendance
Ability to manage challenging situations while maintaining a flexible, positive, caring, and cooperative demeanor
Ability to respond promptly to operations leaders and stakeholders to support informed decision-making
Strong troubleshooting and investigative skills, including the ability to gather information and work collaboratively with participants, vendors, and internal departments to resolve issues

Benefits After Conversion

Once converted to a permanent FMCP employee, they’ll have the opportunity to participate in our comprehensive benefits package, including:

Low-deductible health insurance
Dental insurance
Vision insurance
Accrued vacation time
Sick time
15 paid holidays
401(k)
Retirement plan
Flexible spending account
Life insurance
On-site café and gym
Newly renovated, upscale office environment

Why Join FMCP?

At FMCP, customer service isn’t just about answering calls—it’s about advocating for the people we serve.

If your candidate is compassionate, dependable, curious, and motivated by the opportunity to make a meaningful difference, this could be the perfect opportunity for them.