Overview
Member Advocates will be responsible for handling both inbound and outbound calls to support our healthcare client. In this role, advocates are expected to deliver exceptional customer service by adhering to established protocols and guidelines. Advocates will support members through a variety of needs such as: billing, quoting, understanding medical or pharmacy benefits, providing requested materials, researching claims, and so much more! They will utilize various web-based systems to efficiently address and resolve customer inquiries, ensuring a seamless and satisfactory experience for each caller.
Our focus is creating a fantastic member experience. Advocates will need to be able to make the process easy for members, demonstrate that you care, and ultimately, resolve their concerns. Employees on this program do more than simply provide services to members. They advocate for them!
- 12 weeks of paid, mandatory training: 100% attendance required.
- All equipment provided. Work from home!
- Call center hours: Monday-Friday, 8 AM-9 PM EST; Saturday, 9 AM-7:30 PM EST.
- Competitive benefits, PTO, growth, and development opportunities.
Qualifications
- High School Diploma or GED
- Prior call center or customer service experience highly desired
- Effective verbal and written communication skills
- Ability to multi-task
- Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
- Ability to sit for extended periods of time
- Ability to successfully pass a background investigation and drug screen
- Must successfully pass preemployment criteria testing and internet speed test
Candidates must meet the following requirements to work from home:
- Enclosed and secure work area with zero distractions
- Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
- Must be able to meet the minimum internet speed requirements of 20 mbps download and 12 mbps upload.
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
Responsibilities
- Answer customer inquiries with professional courtesy, providing exceptional customer service to each customer, based on client specific instruction.
- Document each customers inquiry information into a database.
- Verify customers information, making corrections and updates as needed.
- Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
- Follow-up with callers as necessary.
- Use statistical contact center data to make improvements to performance.
- Shift and Schedule adherence.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
