SMS Care Advocate

Lantern

3d•$22•Onsite

About The Position

As a Care Advocate in the SMS Contact Center, you will be the face of Specialist Management Solutions (SMS) to our customers. You’ll deliver a personized, empathetic consumer experience as they navigate the complexity of the healthcare system. This will include answering questions and resolving issues in collaboration with teams across the company, healthcare providers, and insurance companies. You will be primarily engaging with our customers telephonically, but you will develop strong relationships with them as they complete their healthcare journey.

Requirements

High School diploma (or equivalent) required for this role; Associates or Bachelors degree preferred.
1-3 years' experience in a customer service/service center and/or sales enablement role
Knowledge of care coordination and case management concepts is preferred
Ability to work effectively in a team environment
Strong written and verbal communication skills
Strong critical thinking and problem-solving skills
Ability to effectively organize work activities to meet deadlines

Nice To Haves

Bilingual (Spanish & English) preferred

Responsibilities

Outbound calls, calling members to inform them of their Specialist Management Solutions benefits and act as a care guide on behalf of the customer helping them receive treatment from a network of high-quality surgeons
Receive inbound calls from members to educate them on their Specialist Management Solutions benefits and provide guidance with appointment scheduling
Assist in the coordination of care across a variety of settings, while maintaining strict confidentiality and the highest level of professionalism
Update all systems according to document member engagement
Accurately document appointments and update information accordingly.
Listen to member’s comments, concerns, and suggestions, relaying that information internally, while ensuring member satisfaction
Collaborate with other departments and partnering companies as necessary
Work with health insurance counterparts to answer customer questions related to benefits, claims, and billing
Address and Analyze member inquiries, concerns, and complaints while providing information/solutions.
Work within a team to achieve performance targets
Achieve individual Performance Metrics and Goals
Adhere to attendance policy and expectations
Participate in ongoing training and development
Other responsibilities as assigned