Customer Care Advocate I/II

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

📋 Description

• Handle incoming customer phone calls and written inquiries from clients, providers, and members.

• Investigate and resolve inquiries regarding eligibility, benefits, and claim status.

• Deliver precise information about eligibility, benefits, and claim status both verbally and in writing.

• Act as a reliable advisor and advocate for members, providers, brokers, and clients.

• Collaborate with both internal and external stakeholders to address inquiries and prevent future issues.

• Ensure timely follow-up with callers to promote customer satisfaction.

• Listen attentively to understand and address questions on various topics.

• Maintain a friendly, polite, and professional demeanor.

• Aim for first-call resolution and take responsibility for the customer experience.

• Navigate multiple systems while addressing customer requirements.

• Record phone conversations, key themes, and solutions effectively.

• Proactively communicate recurring issues and questions to management.

• Commit to personal development to meet proficiency and performance objectives.

⛳️ Requirements

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

• High school diploma or its equivalent.

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

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

• Strong verbal and written communication skills along with analytical capabilities.

• Proficient keyboarding skills, including the ability to speak and document at the same time.

• Keen attention to detail and accuracy.

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

• Basic proficiency with Microsoft Office, including Word, Excel, Instant Messaging, and Outlook.

• Capacity to multitask while maintaining a conversation flow and typing at 40+ WPM.

• Bilingual skills in Spanish and English are a plus.

• Willingness to work any assigned shift starting as early as 6:45 a.m. and concluding as late as 6:15 p.m.

• Ability to clear a pre-employment background check.

• Capacity to access and manage protected health information in accordance with HMA policies and procedures.

🏝️ Benefits

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

• Twelve paid holidays each year.

• Two paid personal days and one paid volunteer day.

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

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

• Options for voluntary insurance coverage.

• Pre-tax programs for Health Savings Account (HSA) and Flexible Spending Account (FSA).

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

• An annual wellness incentive of $500 and a $600 wellness reimbursement.

• Opportunities for remote work and reimbursements for continuing education.

• Discounts through a company program.

• Parental leave benefits.

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

• Flexible work schedules accommodating individuals in all U.S. time zones.

• Option to work remotely or utilize the renovated office that includes free parking, a gym, and refreshments.

• Opportunities for career advancement through the performance management program.

• Participation in in-person events such as annual meetings, summer picnics, trivia nights, and holiday parties.