Outbound Customer Service Advocate
- Description:
- Delivers education and information to members and/or providers on behalf of the customer service team.
- Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support.
- Escalates calls in the event providers are unable to deliver solutions.
- Serves as the front-line support on various member and/or provider inquiries, requests, or concerns.
- Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers.
- Maintains performance and quality standards based on established contact center metrics.
- Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research.
- Documents information including demographics, call summaries, and communications for quality and performance tracking through the 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.
- Requirements:
- Requires a High School diploma or GED.
- Requires 1 – 2 years of related experience.
- May require vocational or technical education in addition to prior work experience.
- Experience in a contact center environment preferred.
- Benefits:
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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