Customer Service Advocate I

Immediate need for a talented Customer Service Advocate I. This is a 06+ Months Contract opportunity with long-term potential and is located in NV, WA, OR, AZ  (Remote-PST ). Please review the job description below and contact me ASAP if you are interested.

Job ID:25-57723

Pay Range: $17 - $19.32/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:

• Advocates support inbound calls in a fast-paced environment, helping callers understand their benefits.
• Advocates are dedicated to addressing inquiries, issues, or concerns for both members and providers.
• Leverages a variety of communication channels to deliver timely, accurate, and personalized support during routine calls, with an emphasis on achieving First Call Resolution (FCR).
• 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 members 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, regulations, and all other policies to ensure quality, consistency, and compliance.
• Performs other duties as assigned.
• Expected to adhere to attendance policy.
• Expected to meet Key Performance Indicators (KPI) Metrics.
• Average Talk Time.
• Average Hold Time.
• Average After-Call Work.
• Scheduled Adherence.
• Meet Quality Assurance Exceptions.
• Adhere to State Regulatory Standards (Appeals & Grievances, Call Drivers, etc.)
• All Advocates are expected to mitigate and prevent complaints from being escalated to resolve in the initial contract.
• Complies with all policies and standards.

Key Requirements and Technology Experience:

• Skills-Healthcare, call center, Customer service  
• Multitasking- interacting and multitasking using multiple systems and programs simultaneously.
• Active listening.
• Basic Computer Skills.
• Health Care Systems; Medi-Cal.
• Phone Etiquette
• Coachable.
• Team player.
• Education Requirement: High School Diploma or GED.
• Customer Service and Computer Literacy: Link:
  
  https://hire.glider.ai/assess/57770375

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.
 
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