Customer Service Delivery Advocate

Healthcare Customer Service Advocate II (Remote) Location: Remote (Must reside in D.C., MD, or VA) Contractor Work Model: 100% Remote Type: 5-month Contract-to-Hire Schedule: Full-time Pay Rate: $28.75/hr About the Role We're hiring a Customer Service Advocate II to support customers in a fast-paced call center environment. You'll handle inquiries related to benefits, claims, eligibility, and billing, and you'll also help customers use digital/self-service tools. This is a strong fit for someone who's empathetic, professional on the phone, and comfortable juggling multiple systems. Health insurance or healthcare customer service experience is highly preferred. What You'll Do Answer inbound calls from customers and business partners regarding: Plan/product information and benefits Claims questions and first-level claims research Eligibility and billing inquiries Provide first-level issue resolution by gathering details, researching accounts, and confirming accuracy in the system Explain benefit usage, limitations, and relevant plan details in an easy-to-understand way Document every interaction accurately in the system according to required guidelines Provide basic technical support/troubleshooting for online portals, digital tools, and electronic applications Prioritize tasks and multitask efficiently (calls + multiple screens/systems) while meeting quality and performance goals Identify underlying needs and guide customers to the right resources, programs, or services Participate in ongoing training to stay current on services, updates, and best practices What We're Looking For (Must-Haves) High School Diploma or GED 3+ years of customer service experience Call center experience Strong empathy and ability to build trust quickly with customers Strong PC navigation and data entry skills; comfortable working across multiple applications Clear verbal and written communication skills Highly Preferred Health insurance / health plan / healthcare customer service background Experience supporting benefits, claims, eligibility, and billing questions What You Can Expect Remote work model Supportive training and ongoing learning Opportunity to convert to a permanent role based on performance and business need System One, and its subsidiaries including Joul and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.