Bilingual Customer Care Advocate I

Healthcare Management Administrators•Bellevue, WA

17d•$24 - $26•Hybrid

About The Position

HMA is the premier third-party health plan administrator across the PNW and beyond. We relentlessly deliver on our promise to provide medium to large-size employers with customized health plans. We offer various high-quality, affordable healthcare plan options supported with best-in-class customer service. We are proud to say that for three years, HMA has been chosen as a ‘Washington’s Best Workplaces’ by our Staff and PSBJ™. Our vision, ‘Proving What’s Possible in Healthcare™,’ and our values, People First!, Be Extraordinary, Work Courageously, Own It, and Win Together, shape our culture, influence our decisions, and drive our results. What we are looking for: We are always searching for unique people to add to our team. We only hire people that care deeply about others, thrive in evolving environments, gain satisfaction from being part of a team, are motivated by tackling complex challenges, are courageous enough to share ideas, action-oriented, resilient, and results-driven. What you can expect: You can expect an inclusive, flexible, and fun culture, comprehensive salary, pay transparency, benefits, and time off package with plenty of personal development and growth opportunities. If you are looking for meaningful work, a clear purpose, high standards, work/life balance, and the ability to contribute to something important, find out more about us at: https://www.accesshma.com/ How YOU will make a Difference: The Customer Care Advocate at HMA responds to customer incoming phone calls and written inquiries; from clients, providers and members inquiring about eligibility, benefits, and the status of claims. You will quickly research and troubleshoot inquiries delivering information to callers that helps them better understand and utilize their benefit plans. The CCA plays a key front-line role in our mission to revolutionize customer service in the Healthcare industry! Employees in this position may be scheduled for shifts beginning as early as 6:45 a.m. and ending as late as 6:15 p.m. Applicants must be available to work any assigned shift within these hours.

Requirements

1-3+ years of experience providing superior service in a call center environment or providers office, preferably in the healthcare industry
High school diploma or equivalent
Knowledge of customer service ethics, principles and procedures
Strong verbal, written communications skills and analytical abilities
Extensive keyboarding skills, including the ability to talk and document simultaneously
Attention to detail and accuracy
Proven ability to work independently and in a team environment
Basic proficiency using Microsoft Office: Word, Excel, Instant Messaging and Outlook
Ability to multitask including being able to maintain the flow of a conversation while typing 40+ WPM

Nice To Haves

Knowledge of medical, vision and dental terminology preferred
Bilingual (Spanish/English) skills a plus

Responsibilities

Be a ‘Trusted Advisor’ for our members
Serve our Members, Providers, Brokers and Clients by quoting accurate Eligibility, Benefit, Claim Status via call and written communication
Advocate for callers by working with internal and external stakeholder to report, resolve inquiries, and prevent them from reoccurring
Follow-up with callers timely to ensure customer satisfaction
Listen for understanding in order to competently address questions on an array of topics
Maintain a personable, courteous, and professional demeanor at all times
Strive for first call resolution by applying your ability to “think outside the box” and taking true ownership of the customer experience
Perform multiple tasks and navigate multiple systems to investigate and respond to our customer needs.
Apply organization and written communication skills to quickly document phone conversations, noting key themes and resolutions
Proactively raise recurring issues/questions with management for further review
Own your personal development to achieve job proficiency and meet performance goals