Client Advocate, Benefits

NFP•Telecommuter, MD

27d•$51,000 - $60,000

About The Position

As a Client Advocate, you’ll be part of our clientâfacing team, responsible for addressing and resolving client and employee inquiries across a wide range of topics.

Requirements

Minimum 2 years of experience with customer service in employee benefits field
Demonstrate ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the member or client
Proficient problem solving approach to quickly assess current state and formulate recommendations
Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Flexibility to customize approach to meet all types of member communication styles and personalities
Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
Life and Health license or ability to obtain licensing

Responsibilities

Respond to and resolve customer service inquires and issues by identifying the topic and type of assistance the client needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
Help guide and educate clients and their employees about the fundamentals and benefits of their lines of coverage
Intervene with care providers (doctor's offices) on behalf of the customer to assist with resolving claims and billing discrepancies
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Meet the performance goals established for the position in the areas of: efficiency, quality and customer satisfaction
Process and assist with eligibility in escalated and urgent situations
Research resources the vendor has available for the client to utilize such as wellness initiatives
Make sure client remains compliant with federal and state laws
Building client relationships.
Client database maintenance