Customer Care Advocate x2 - Bothell, WA

Customer Care Advocate

Location: Bothell, Washington

Pay: $26 - $29 / Hour

Contract: Contract to hire

Customer Service Representative I LHH is seeking an experienced Customer Service Representative I to support our client's high-volume customer care operation in Bothell, WA. We are looking for an adaptable, compassionate, and service-driven professional who takes ownership of customer concerns and works toward providing accurate, timely resolutions. This position provides primarily phone-based assistance to members with questions regarding claims, benefits, eligibility, prescriptions, and other benefit-related issues while collaborating with internal teams to research and resolve more complex inquiries.

Responsibilities include:

• Resolve customer inquiries and complaints via written, telephonic, or face-to-face communication in a timely and accurate manner.
• Provide compassionate, customer-focused support to members calling with questions regarding claims, benefits, eligibility, prescriptions, and other benefit-related issues.
• Handle a continuous volume of inbound member calls throughout the workday, including periods of especially high call volume.
• Work toward first-call resolution by investigating member questions and identifying the underlying issue rather than simply transferring or temporarily resolving the inquiry.
• Navigate multiple systems and resources to research member information and provide prompt, accurate answers.
• Perform administrative and clerical tasks, including documentation and post-call wrap-up activities.
• Consistently meet established performance standards, including quantity and quality call standards.
• Maintain current knowledge of assigned Plan(s) and effectively apply knowledge in all job functions.
• Demonstrate flexibility and adaptability as systems, procedures, and workflows evolve.

Job Requirements:

• Minimum Education: High School Diploma or GED
• Minimum 1-year experience in Call Center Customer Service or related work experience
• Healthcare experience from a hospital, health insurer, medical practice, benefits environment, or similar setting is preferred but not required.
• Familiarity with healthcare, medical, claims, eligibility, prescription, or benefits terminology is highly desirable.
• Claims processing knowledge helpful.
• Must be comfortable working in a high-volume contact-center environment with continuous inbound calls throughout the day.
• Ability and willingness to learn multiple systems, including legacy/mainframe-style systems as well as newer technology platforms.
• Strong learning ability and capacity to retain processes, procedures, system navigation, and benefit information.
• Possess a strong work ethic and team player mentality.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrate compassion and a genuine desire to assist members, including callers who may be frustrated or dealing with difficult benefit-related issues.
• Strong problem-solving and investigative skills with the desire to understand and resolve the member's underlying need.
• Inquisitive, collaborative, adaptable, and willing to contribute ideas and perspectives from previous work environments.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Solid organization skills with strong detail orientation and listening skills.
• Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans, and regulations.
• Proficient PC skills, including MS Word and Excel.

Pay Details: $26.00 to $29.00 per hour

Search managed by: Jason Timothy

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled/Military connected talent encouraged to apply