Client Advocate - Remote (CST or EST)

OneDigital

2d•$23 - $25•Remote

About The Position

Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else. If you want a career giving people the reassurance that they can have access to the health care they need for themselves and their loved ones, join OneDigital. Our Newest Opportunity: The Client Advocate will utilize advanced insurance skills to provide favorable relationships with customers, groups and clients through the prompt, accurate and courteous resolution of benefit and eligibility inquiries.

Requirements

Professional phone etiquette and a pleasant tone
Must have a positive attitude and excellent verbal and written communication skills
Ability to thrive in a fast-paced environment without constant supervision and direction
Ability to accept both positive feedback and constructive criticism
Reliability and punctuality is a must
Minimum three years of customer service experience required in a broker or insurance carrier setting
Advanced knowledge of medical insurance and the ability to communicate information to customers
MS office experience and computer savvy
Able to navigate through different carrier websites without detailed training

Nice To Haves

5 years of customer service experience preferred in a broker or insurance carrier setting

Responsibilities

Process all incoming enrollment, claims, billing and eligibility questions. This includes but is not limited to emailing/faxing the document to the carrier, entering information into the carrier website, completing carrier spreadsheets or processing the transaction over the phone with the carrier contact.
Scrub all applications and identify situations where clarification needs to be made that could have an adverse effect on the eligibility for a participant (missing information) and follow-up with appropriate parties, including escalation if necessary.
Responsible for resolving escalated issues such as urgent enrollments, unexpected pharmacy disputes, exception requests, complex claims and billing situations, as well as other unplanned eligibility matters that may come up from time to time. This may require extra communication as well as additional research into group history. Extensive noting of the account may be required.
Provide customers with information and advice necessary to make insurance decisions for their families and provide issue resolution on plan options and plan selections.
Provide coaching and mentoring for all members of the Client Advocate Center team.
Responsibilities also include Client Advocate Center Specialist duties as needed.