Job Title: Customer Service Advocate

Duration: 2 Months (Possible extension)

Shift: Anywhere between 8 Am to 8 PM PST (9 hour shift)

Location: Remote in PST

Overview:

As a Customer Service Advocate, you’ll be the first point of contact for members, helping them understand their benefits, resolve issues, and make a real difference in people’s lives.

Day to Day Duties:

This is a full function call center role that goes above and beyond just answering incoming calls. The goal is to help achieve what the member’s needs, so they do not have to call back for the same question. This requires additional investigation during and after a call has ended and following through to ensure the members’ questions are being answered and completed correctly. Will require multi-tasking with multiple systems, databases and link resources.
Incoming calls depend on business needs, no set amount as quality is the importance for this particular call center team
Answer incoming healthcare contact center calls from members regarding benefits eligibility/claims status
Gather and verify demographic information and document calls using standard computer software and systems
Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures
Use verbal and written communication strategies to effectively elicit information, gain confidence from caller and provide reassurance
Answer inbound call and make outbound calls according to department policies and procedures
Use active listening skills and interviewing techniques to accurately identify caller’s presenting concerns

Patient Service Representative