Service Advocate – Ops

Description:
• Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills.
• Working through barriers that stand in the way of our members’ good health
• Delivering the best member experience through professional empathetic conversations
• Provide important education to members to help them make good health decisions that improve their health
• Accurately document conversations in the member’s health record
• High-energy engagement to provide exceptional service
• Empathetic, curious, with an enthusiasm for learning
• Knowledge retention and recall to answer questions and resolve issues
• Desire to understand and meet our members’ needs and escalate issues for resolution
• Speed and efficiency to meet business metrics and goals.
• Ability to handle pressure and to stay calm and positive in all situations
• Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions.
• Ability to absorb and apply new and changing information.
• Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment.

Requirements:
• Professional communication skills
• Strong active listening and interpersonal skills
• High computer literacy, including ability to troubleshoot issues
• Proficiency with Windows and web-based applications and digital communication tools
• Reliable high-speed internet connection (at least 50mbps) and suitable remote workspace
• Hard wired connectivity to computer is required (DSL, satellite, and wireless broadband are not permitted)
• Bilingual or multilingual candidates heavily preferred.
• Experience with HEDIS screening measures
• Experience with behavior change
• 2+ years of experience with call center or outreach involving members/consumers
• 3+ years of experience in a healthcare setting
• Medical certification (certified nursing assistant, medical assistant, etc.)

Benefits:
• Affordable medical plan options
• A 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.