Customer Service Escalation Advocate Jobs

Experience with premium payment and billing.

Prior experience working directly with members / consumers – preferably in a leading retail setting or call center setting.

Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships.

Ability to creatively solve members’ problems and have desire to help and advocate for them.

Ability to absorb and apply new and changing information.

Ability to make effective and independent decisions. Ability to multitask, prioritize and effectively adapt to a fast paced changing environment.

Provide feedback to management regarding customer issues.

Follow through on complaints until resolved or report to management as needed.

Maintain knowledge of procedures and policies.

Good verbal and written communication skills.

Good spelling, punctuation, and grammar skills.

One year of call center experience.

Demonstrated organizational and communication skills required

Intermediate typing skills – 50 WPM strongly desired

Deep problem solving skills with demonstrated ownership of issue resolution

Possess top-notch people skills – listening, caring, connecting, empathy, and supporting

Strong skillset in the use of the suite of Microsoft Office tools strongly desired

Ability to multi-task, prioritize and effectively adapt to a fast paced changing environment required

Provide feedback to management regarding customer issues

Follow through on complaints until resolved or report to management as needed

Maintain knowledge of procedures and policies

2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience

Strong oral and written communication skills

Strong organizational, analytical, and customer service skills

Strong organizational skills and able to effectively manage and prioritize tasks.

Minimum of one year medical terminology, healthcare or medical services experience required.

Experience in a call center environment preferred.

Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.

Advancement opportunities, professional skills training, and tuition Reimbursement

Responsible for servicing patients making incoming calls with questions and/or returning messages for their Nurse Coach.

Strong organizational skills and able to effectively manage and prioritize tasks.

Minimum of one year medical terminology, healthcare or medical services experience required.

Experience in a call center environment preferred.

Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.

Advancement opportunities, professional skills training, and tuition Reimbursement

Responsible for servicing patients making incoming calls with questions and/or returning messages for their Nurse Coach.

A proven curriculum providing the knowledge you need to excel.

Our Comprehensive Benefits Package Includes

Best-in-class call center training program.

Peer coach to observe you.

Peer coach for you to observe.

A training lab where you take live calls with a training supervisor close by to answer questions.

Conduct root cause analysis by identifying potential compliance, process, or systemic breakdowns and communicate findings to management

Extensive work experience, possibly in multiple operational areas

Review the work of others to assess accuracy with process requirements

5+ years of Behavioral Health care experience

3+ years of customer service experience in the healthcare industry

Knowledge of State and Federal regulations that govern commercial health insurance

Take personal responsibility for personal growth including acquiring new skills, knowledge, and information.

Experience in a managed care environment preferred.

Previous experience in Customer/Member services or related function in health care organization preferred.

Minimum educational level, high school diploma. Some college level course work preferred.

Receives inbound calls and responds appropriately to provider, or member, questions and/or concerns.

Answers calls timely and in accordance with the performance standards established within the customer service department.

0-4 + years of experience performing the duties of this position

A- 0-2 years of experience

B- 2-4 years of experience

C- 4+ years of experience

Provide staff level support to the various processes in support of the Policy Development Process.

Maintain updates to the Policy Glossary based on published NSA/CSS policy documents.

Visit customers to discuss their requirements and concerns and follow through with action on their behalf.

Independently manages relationship and account needs of assigned customer(s) with limited direction from leadership.

Bachelor’s degree in Logistics or related field or significant related logistics experience.

Several years of high-level experience in Customer Service is required.

Prior customer service experience is a must.

Prior experience with ERP applications is a plus.

One year of medical claims experience.

Knowledge of Microsoft Office applications.

Our Comprehensive Benefits Package Includes

A high school diploma or equivalent.

Self-paced learning and instructor led training.

401(k) retirement savings plan with company match.

Manage multiple dispute cases simultaneously in a efficient and effective manner in accordance with standard operating procedures

Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience

You champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers

Experience in service delivery in an Omnichannel environment and strong digital experience (Email, messaging and social media channels)

Excellent written and verbal communication skills

Paid Life insurance, AD&D. and disability benefits