Job Details

We are a professional staffing firm, working with organizations across the country to place exceptional candidates. Currently, we have a Member Customer Advocate opportunity with a nationally recognized healthcare system that combines cutting-edge medical innovation with compassionate, patient-centred care, offering rewarding career growth in a supportive environment.

The Member Customer Advocate is responsible for the specific duties listed below.

Your specific duties will include:

• Under general supervision, communicates to Members policies, procedures, and services to ensure complete knowledge of the Plan.
• Adheres to call handling goals of 80% of calls answered within 30 seconds.
• Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements.
• Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored.
• Helps and meets schedule adherence goals based on department policy successful completion of proficiency testing following initial Advocate training.
• Serves as a primary contact for benefits, premium payments, and simple enrollment inquiries for Personal Plans based on first contact resolution guidelines.
• Verifies demographic information on all inquiries and updates the Plan system.
• Helps Members with concerns and effectively works toward a resolution before the concern escalates to a complaint.

• High School/GED Diploma.
• Successful completion of proficiency testing following initial Advocate training
• Successful completion of Customer Service training and proficiency exam
• Successful completion of spelling, grammar, and basic computer skill testing during job interview
• Proficient in typing and basic computer skills
• Good phone etiquette and effective communication skills (both verbal and written)