Customer Care Advocate I/II

Customer Care Advocate

The Customer Care Advocate at HMA responds to customer incoming phone calls and written inquiries; from clients, providers and members inquiring about eligibility, benefits, and the status of claims. You will quickly research and troubleshoot inquiries delivering information to callers that helps them better understand and utilize their benefit plans. The CCA plays a key front-line role in our mission to revolutionize customer service in the Healthcare industry!

Employees in this position may be scheduled for shifts beginning as early as 6:45 a.m. and ending as late as 6:15 p.m. Applicants must be available to work any assigned shift within these hours.

What You Will Do:

• Be a 'Trusted Advisor' for our members
• Serve our Members, Providers, Brokers and Clients by quoting accurate Eligibility, Benefit, Claim Status via call and written communication
• Advocate for callers by working with internal and external stakeholder to report, resolve inquiries, and prevent them from reoccurring
• Follow-up with callers timely to ensure customer satisfaction
• Listen for understanding in order to competently address questions on an array of topics
• Maintain a personable, courteous, and professional demeanor at all times
• Strive for first call resolution by applying your ability to "think outside the box" and taking true ownership of the customer experience
• Perform multiple tasks and navigate multiple systems to investigate and respond to our customer needs.
• Apply organization and written communication skills to quickly document phone conversations, noting key themes and resolutions
• Proactively raise recurring issues/questions with management for further review
• Own your personal development to achieve job proficiency and meet performance goals