Customer Care Associate

LanguageLine Solutions

4d•Remote

About The Position

Health Advocate is the nation's leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. The healthcare system is complex, leading to frustration, stress, and lost time and money. Often, people don’t know where to call when they need help with their healthcare, which leads to them not getting the care they need when they need it. Health Advocate makes healthcare easier for organizations, their employees, and their employees’ family members. Since 2001, we have been making it easier for people to take control of their health and well-being by personalizing and simplifying the experience. We are proud to deliver services that reduce healthcare costs, support businesses, enrich the workplace, and empower healthy change. Using a combination of personalized help from our compassionate team, proprietary technology, and advancements in data science and machine learning, we help people get the care they need, and make healthy lifestyle choices, when they need it. Our Health Advocates are the heart of our business. Every day, they do important work that guides people to better health and truly improves their lives. You have to have heart to do what we do. If you are dedicated to helping people, looking for meaningful work, and excited about doing a job that is truly life-changing—for you and for the people that you help—apply today!

Requirements

At least one year of customer service experience, preferably in a healthcare setting.
Ability to explain complex information clearly and maintain professionalism on every call.
Ability to manage multiple member requests while maintaining attention to detail.
Proficient in Microsoft Word, Excel, and call documentation tools.
Open to training and building expertise in healthcare plans, systems, and regulations.

Responsibilities

Serve as a frontline contact, providing efficient, high-quality support to members.
Handle incoming calls, explain healthcare benefits, services, and provider options clearly.
Identify member needs, research information, and determine appropriate next steps or referrals.
Make outbound calls as needed to complete research or deliver updates.
Collect and update member demographic data in the system.
Follow company procedures and healthcare regulations, including HIPAA and COBRA guidelines.
Transfer inquiries to the appropriate internal/external contacts when needed.