Customer Advocate I

HCSC • Tulsa, OK

1d

About The Position

At Health Care Service Corporation (HCSC), the Customer Advocate I works under supervision in a call center, assisting members and physicians by responding promptly, accurately, and objectively to telephone and written inquiries. The role involves researching and resolving questions related to health plan benefits, claim status, eligibility, and provider networks, and handling a high volume of inbound and outbound calls. The position spends approximately 85–90% of scheduled work time on the phone, depending on business needs.

Customer Advocates analyze member and provider inquiries, anticipate needs, take steps to complete requests, and initiate and code adjustment transactions to correct issues. They help customers navigate healthcare and aim to resolve their needs during the first interaction. The role also involves secure communications with providers, families, and patients in compliance with HIPAA, and maintaining confidentiality of company business.

The role requires mandatory onsite training for eight weeks, with no exceptions. Employees assigned to a Customer Service Hub may be required to return for onsite training for up to 18 months at a designated hub. Remote Customer Service employees hired at and assigned to a hub must live near a designated Customer Service Hub. Relocation assistance and sponsorship are not available.

Requirements

• High school diploma or GED.
• At least 6 months of customer service experience or 6 months of experience in an office environment.
• Data entry and/or typing experience.
• Interpersonal, verbal, and written communication skills.
• Analytical and organizational skills.
• Independent decision-making and problem-solving skills.
• Ability to spend approximately 90% of scheduled time on the phone according to business needs.
• Ability to sit for long periods with scheduled breaks.

Nice To Haves

• At least 1 year of customer service and internal sales experience.
• At least 9 months of customer service experience.
• Experience with billing, working in a medical office, or hospital customer service.
• Experience working with various lines of business, such as CDHP, Medicare, Wellness, and Disease Management.
• Knowledge of medical terminology and anatomy.
• Proven ability to learn quickly and adapt to change.
• Ability to take and meet testing criteria; referral preference may be given.

Responsibilities

• Respond to members’ and physicians’ telephone and written inquiries promptly, accurately, and objectively.
• Handle a high volume of inbound and outbound calls regarding health plan benefits, claim statuses, eligibility, and provider networks.
• Conduct research and analyze member or provider inquiries to anticipate needs and complete requests.
• Initiate and code adjustment transactions to correct and resolve inquiries.
• Help customers navigate healthcare issues and work to meet their needs on the first interaction.
• Communicate securely with providers, families, and patients in compliance with HIPAA.
• Maintain complete confidentiality of company business.

Benefits

• Health and wellness benefits
• 401(k) savings plan
• Pension plan
• Paid time off
• Paid parental leave
• Disability insurance
• Supplemental life insurance
• Employee assistance program
• Paid holidays
• Tuition reimbursement
• Other incentives
• Annual incentive bonus plan, subject to its terms and conditions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED