Bilingual Customer Care Advocate I

This is a fully remote position, open to applicants in Washington.

📋 Description

• Act as a ‘Trusted Advisor’ for our members.

• Support our Members, Providers, Brokers, and Clients by providing accurate eligibility, benefits, and claim status through both calls and written communication.

• Advocate for callers by collaborating with internal and external stakeholders to report issues, resolve inquiries, and prevent recurrence.

• Ensure timely follow-ups with callers to guarantee customer satisfaction.

• Listen attentively to thoroughly address questions on a variety of topics.

• Maintain a friendly, professional, and courteous demeanor at all times.

• Aim for first call resolution by utilizing creative problem-solving and taking full ownership of the customer experience.

• Manage multiple tasks and navigate various systems to address customer needs effectively.

• Utilize organizational and written communication skills to swiftly document phone conversations, noting key themes and resolutions.

• Proactively highlight recurring issues or questions to management for further evaluation.

• Take responsibility for your personal growth to achieve job proficiency and meet performance objectives.

⛳️ Requirements

• 1-3+ years of experience delivering exceptional service in a call center environment or provider's office, preferably within the healthcare sector.

• High school diploma or equivalent qualification.

• Familiarity with medical, vision, and dental terminology is preferred.

• Understanding of customer service ethics, principles, and procedures.

• Excellent verbal and written communication skills along with strong analytical abilities.

• Proficient keyboarding skills, including the capability to converse and document simultaneously.

• Strong attention to detail and accuracy.

• Demonstrated ability to work independently as well as collaboratively in a team setting.

• Basic proficiency in Microsoft Office applications: Word, Excel, Instant Messaging, and Outlook.

• Capability to multitask, including maintaining the flow of conversation while typing at 40+ WPM.

• Bilingual skills (Spanish/English) are a plus.

🏝️ Benefits

• Seventeen (IC) days of paid time off (for individual contributors).

• Twelve paid holidays.

• Two paid personal days and one paid volunteer day.

• Company-subsidized medical, dental, vision, and prescription insurance.

• Company-paid disability, life, and AD&D insurances.

• Voluntary insurance options available.

• Pre-tax programs for HSA and FSA.

• 401(k) retirement plan with company matching contributions.

• Annual $500 wellness incentive and a $600 wellness reimbursement.

• Options for remote work and reimbursement for continuing education.

• Employee discount program.

• Parental leave benefits.

• Annual charitable giving match of up to $1,000.