Customer Service Advocate, $19/hour
Contract to hire, Desired Start: 2/3/2025
Remote IL. 8-5 PM CST/9-6 EST
Position Purpose:
Serves as the first-line advocate who 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.
Responsibilities:
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
Education Requirement:
High School Diploma or GED
Experience Required:
Call Center/Customer Service experience
Problem solving and critical thinking skills
Ability to multi-task working independently from home free of distractions
Ability to work with 4 or more systems Simultaneously
Interpersonal skills
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Experience Preferred:
2-year call center experience
2 years claims experience
Medicaid Knowledge
Previous experience with Microsoft computer applications
Previous experience working remotely using multiple applications and screens
