Customer Service Advocate

Immediate need for a talented Customer Service Advocate. This is a 03+months Contract  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:25-67322

Pay Range: $18 - $19.38/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:

• As a part of our hiring process, along with an option to directly connect with a Recruiter, we now offer a texting option to enhance your candidate experience.  Click the link below which contains a few basic questions that will help you ensure this is a good fit and expedite the shortlisting process :
  https://hire.glider.ai/connect/16067205
• Note: Training hours are 8am-4:30pm M-F. Training is approximately 7 weeks. Must be available for some Saturday trainings. Hours after training will be anywhere between 8am - 8pm M-F. During training Cameras must be on and the Employee must be in front of the camera where we can see from their shoulders up.
• 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.
• 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.
• Including reaching out to other departments, Providers offices, Billing unit and Pharmacy to resolve the member issues.
• 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. 
• Have a clear understanding of First Call Resolution when it comes to finding the best results for the issue at hand
• Maintains performance, attendance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications. 
• Be able to document what was conveyed to the member/provider and describing what took place.
• 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
• This is a remote position that will require you to have a location that is free from all distractions and secure as you will be discussing people private information. 

Key Requirements and Technology Experience:

• Key Skills- Member Outreach , Member Service Representative , Call Center, Customer Service, Medicare, Medical, Healthcare .
• Position typically requiring previous experience in Call Center or Customer Service.
• 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.
• 6 months – 1 year call center or Customer Service face to face skills.
• Strong typing and computer skills.
• Fast speed internet .
• Multi Tasking skills,  Ability to think outside the box,

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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