Consumer Services Advocate

Boston Senior Home Care • Boston, MA

2d • Onsite

About The Position

The Customer Service Advocate (CSA) plays a vital role to Boston Senior Home Care, Inc., both externally to the community as well as internally to the staff. The CSA works within a team to initially manage consumer inquiries in an efficient manner, properly addressing a consumer's need regarding programs, services and referrals. If required, challenging questions will be escalated accordingly and other inquiries will be transferred to respective program staff. The CSA will work with BSHC field staff and providers on a daily basis to follow and implement service plans; such as schedule changes, suspensions, resumptions, implementation of new services, changing providers, case closures and transfers as requested by the program's staff.

Requirements

• Excellent organizational and analytical skills
• Exceptional over the phone customer service skills with strong attention to detail and patience to walk through caller questions
• Excellent problem-solving skills
• Demonstrated computer proficiency. Must be capable of working with a high degree of independence, using good judgment to anticipate and resolve issues as they arise
• Strong written, interpersonal, and presentation skills that convey a positive attitude and build relationships with clients and coworkers in an urban, multi-ethnic and racially diverse environment.
• Strong mathematical skills
• Thorough knowledge of office practices, management, organization
• Strong time management and priority settings skills with the ability to handle diverse responsibilities and work independently with minimal supervision
• Work with a high degree of independence, must have good judgment to anticipate and resolve issues as they arise
• An Associate's degree is preferred or at least 2-3 years of relevant customer service experience in a health and human services organization
• Strong computer knowledge, skilled in Microsoft office programs, and proficient typing
• Ability to work in a fast-paced and changing environment
• Must be able to work in a team-oriented environment
• Sensitivity to older adult, disability and diversity issues
• Commitment to maintaining members at home with dignity
• Must be able to work in the United States

Nice To Haves

• Customer service experience a plus

Responsibilities

• Respond to and resolve on the first call, consumer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, and other types of correspondence.
• Help guide and educate consumers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider.
• Help Care Managers to schedule providers on behalf of the consumer to assist with the services when needed.
• Own requests through to resolution on behalf of the consumer in real time or through comprehensive and timely follow-up.
• Research complex issues across multiple databases and work with Care Managers to resolve consumer issues and/or partner with others to resolve escalated issues.
• Assist Care Managers in resolving provider billing discrepancies every month.
• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.
• Additional administrative office service duties as assigned: Answer, screen and route calls in a friendly, courteous, and professional manner. As needed, take accurate messages for staff not available by phone and forward them to voice mail. Greet visitors and notify appropriate staff person. Be a resource for staff, callers and visitors.
• Act as liaison for department and Office Resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree