Customer Engagement Advocate II (Customer Service)
About The Position
We are seeking a Customer Engagement Advocate II to provide exceptional customer service and support to members, providers, and brokers in a fast-paced healthcare call center environment. This role is responsible for handling inquiries related to benefits, claims, eligibility, billing, and healthcare products while ensuring a positive customer experience. The ideal candidate will have strong customer service skills, experience working in a high-volume call center environment, and the ability to research and resolve issues efficiently while maintaining service excellence standards.
Requirements
- High School Diploma or GED.
- Minimum 3 years of customer service experience.
- Experience working in a call center or high-volume customer support environment.
- Strong verbal and written communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Strong computer navigation and data entry skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong attention to detail and organizational skills.
Nice To Haves
- Healthcare customer service experience.
- Medical insurance experience.
- Experience handling claims, benefits, eligibility, or billing inquiries.
- Experience supporting members, providers, or brokers.
- Familiarity with healthcare terminology and insurance concepts.
Responsibilities
- Respond to inbound calls from members, providers, and brokers regarding healthcare products and services.
- Research and resolve inquiries related to: Medical Claims, Benefits, Eligibility, Billing, Coverage Questions
- Investigate claim issues and verify claim accuracy, eligibility, and liability information.
- Explain benefit plans, coverage limitations, and healthcare programs to customers.
- Provide education regarding self-service tools, digital applications, and available healthcare resources.
- Document customer interactions accurately within internal systems.
- Deliver timely and accurate resolutions while meeting established service levels and performance metrics.
- Manage multiple systems and applications while handling customer inquiries.
- Provide basic technical support and troubleshooting assistance for online and digital platforms.
- Escalate complex issues when appropriate and follow through to resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
