Customer Service Advocate I

Immediate need for a talented Customer Service Advocate I. This is a 03+ months contract opportunity with long-term potential and is located in PST, WA, CA,NV, OR (Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-80302

Pay Range: $18 - $19/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Note: Shift will be anywhere from 8am-6pm PST Some OT may be needed but it will be minimal (never on weekends).
• NO time off requests for first 90 days. After will need 2-week notice.
• Location: Fully remote – WEST COAST must be able to work PST. (If there is a home outage for internet or power, we might ask employee to work from office.  If the local office is within 30 mins of employees’ home.)
• Shift Timing -: Training 8am-4:30pm PST – 3 weeks then 2 weeks nesting [CAMERAS ON FOR ALL OF TRAINING]
• Target Start Date – September 8th starts 
• Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers.
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.
• Previously known as Customer Service Representative or Call Center Representative.
• Answering calls for Member Services-assisting callers with Medicaid needs.
• Educating members on benefits and resources available.
• Data Entry.
• Training is anywhere from 3 weeks and nesting is 2 weeks. Camera will need to be on at all times during the training.
• We rate productivity and efficiency and call times.
• Attend IT training and then client’s modules, meet with team and start job specific training.
• Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner.
• Mitigates and prevents complaints from being escalated to resolve in initial contact.
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
• Maintains performance and quality standards based on established contact center metrics.
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails.
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
  Performs other duties as assigned.
• Complies with all policies and standards.

Key Requirements and Technology Experience:  

• Key skills; Customer service, Healthcare, Medical background, Outbound and Inbound calling, Call centre, Typing speed 35+ WPM,  Excel, Outlook, Microsoft teams
• Entry-level position typically requiring little or no previous experience.
• Required: HS Diploma.
• Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
• Experience interacting and multitasking using multiple systems and programs simultaneously preferred
• At least 1 year of customer service exp.
• Strong customer service skills/TECHNICAL PROFICIENCY/problem solving.
• Strong typing skills (60 +wpm preferred) (will turn away candidates who type less than 40 wpm).
• Call center exp, Medical background preferred, Medical terms, call center experience.
• Job hopping (Please note if contract roles).

 

Our client is a leading Healthcare Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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