Healthcare Member Advocate

Senture•Concordia, KS

10d•Remote

About The Position

Military veterans and military spouses are encouraged to apply. Member Advocates will be responsible for handling both inbound and outbound calls to support a healthcare client. In this role, advocates are expected to deliver exceptional customer service by adhering to established protocols and guidelines. Advocates will support members through a variety of needs such as: billing, quoting, understanding medical or pharmacy benefits, providing requested materials, researching claims, and more. They will utilize various web-based systems to efficiently address and resolve customer inquiries, ensuring a seamless and satisfactory experience for each caller. The focus is on creating a fantastic member experience. Advocates will need to be able to make the process easy for members, demonstrate that they care, and ultimately, resolve their concerns. Employees on this program advocate for members. All equipment is provided, and the role is work from home. There are 7 weeks of paid, mandatory training with 100% attendance required. Call center hours are Monday-Friday, 8 AM-9 PM EST; Saturday, 9 AM-7:30 PM EST.

Requirements

High School Diploma or GED
Prior call center or customer service experience highly desired
Effective verbal and written communication skills
Ability to multi-task
Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
Ability to sit for extended periods of time
Ability to successfully pass a background investigation and drug screen
Must successfully pass preemployment criteria testing and internet speed test
Enclosed and secure work area with zero distractions
Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
Must be able to meet the minimum internet speed requirements of 20 mbps download and 12 mbps upload.
Hotspots, satellite and wireless internet service is NOT allowed for this role.

Responsibilities

Answer customer inquiries with professional courtesy, providing exceptional customer service to each customer, based on client specific instruction.
Document each customers inquiry information into a database.
Verify customers information, making corrections and updates as needed.
Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
Follow-up with callers as necessary.
Use statistical contact center data to make improvements to performance.
Shift and Schedule adherence.