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