Customer Service Advocate

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

Job ID:25-73782

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:

• Shift Schedule: 8 AM - 4:30 PM PST- Monday-Friday - No OT
• As a part of our hiring process, along with an option to directly connect with a Recruiter or apply online, we now offer a texting option to enhance your candidate experience.
• Click the link below which contains the job description and a few basic questions that will help you ensure this is a good fit and expedite the shortlisting process or you can directly email me.
  https://hire.glider.ai/connect/85157957
• 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
• Customer service representatives will be calling health plan members to ask them about their medical care
• If they haven’t completed their recommended tests and screenings, we encourage them to schedule those appointments, to keep them healthy
• By helping them stay on top of their health care screenings, we are making a difference by transforming the health of our communities into one member at a time
• The daily productivity of each customer service representative will be recorded and monitored
• Since we are working with the members’ private health information, we must be sensitive to the nature of the calls, specific tasks include the following: adherence to all HIPPA protocol, always following scripts, documentation of all interactions in provided database.
• 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 members 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 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, regulation, and all other policies to ensure quality, consistency, and compliance
• Performs other duties as assigned
• Comply with all policies and standards
• Make 30-50 member calls on a workday
• Punctual attendance

Key Requirements and Technology Experience: 

• Key Skills ;Healthcare background
• Call Center Experience
• Proficient in MS Office
• Call center experience
• Professional, empathetic, and positive phone demeanor; enjoys helping people
• Experience with daily call quotas
• Bi-lingual (Spanish/Chinese)
• High School Diploma/GED

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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