Customer Service Advocate

Immediate need for a talented Customer Service Advocate . This is a 12+months contract opportunity with long-term potential and is located in US (Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-75778

Pay Range: $16 - $16.50/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 Time: 12:30 to 9 pm Central Time. Subject to change based on training needs. N/A O.T
• 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.
• Our Client is a Specialty pharmacy that focusses on dispensing medication to patients with chronic disease state. 
• Patient Care Specialist are frontline call center staff that will answers calls for setting deliveries, inquiries and problem solve any issues that may come up on patient’s account.
• Call center metrics entail but are not limited to Quality Adherence, Average Handle Time, Productivity and call intake
• May be required to work on a rotational Saturday depending on needs of the business.
• 6-week Training schedule, 9 am to 5:30 pm (eastern) may differ from normal schedule. 
• Due to the heavy curriculum, time off during training is not permissible
• Must successfully complete training to move forward to production. 

Key Requirements and Technology Experience: 

• Key Skills; Customer Service/Call Center
• Healthcare Insurance
• Computer skills, Microsoft Outlook, and Excel. 
• Must be able to navigate through multiple applications.
• Multi-tasking, Dual monitors.
• Documentation and Grammar.
• High School Diploma or GED.
• Entry-level position typically requiring little or no previous experience.
• 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.

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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