Experienced Evening Customer Care Associate – Healthcare Industry Expertise and Exceptional Patient Support

Introduction to Health Advocate

Health Advocate, the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs, is seeking an experienced and compassionate Evening Customer Care Associate to join our award-winning team. For 20 years, we have provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness, or behavioral health need.

Job Overview

As an Evening Customer Care Associate, you will play a vital role in assisting our members in navigating the healthcare system by answering a variety of incoming calls and responding to their healthcare questions and issues. You will determine the appropriate resolution to assist members based on their needs, transfer calls outside the scope of responsibility to the appropriate internal or external resource, and verify/collect demographic information to update in our system. Your exceptional customer service skills and ability to work in a fast-paced environment will ensure that our members receive the support they need to achieve their health and well-being goals.

Key Responsibilities

• Assist members in navigating the healthcare system by answering incoming calls and responding to their healthcare questions and issues
• Determine the appropriate resolution to assist members based on their needs
• Transfer calls outside the scope of responsibility to the appropriate internal or external resource
• Verify/collect demographic information and update in our system
• Follow up with members, providers, insurance carriers, and other vendors to ensure adherence to established policies
• Exercise exceptional customer service skills to optimize each contact with the member
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations

Essential Qualifications

To be successful in this role, you will need to meet the following minimum qualifications:

• High School Diploma or G.E.D.
• Associate's degree from an accredited college or university with major course work in business administration, liberal arts, healthcare, or a related field preferred
• Minimum of one year of customer service experience required
• Basic knowledge of MS Word and Excel required
• Must score acceptably on job-related testing
• Ability to pass a standardized interview

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience in the healthcare industry
• Knowledge of healthcare terminology and concepts
• Experience working in a call center environment
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Exceptional customer service skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment
• Strong analytical and problem-solving skills
• Ability to maintain confidentiality and handle sensitive information
• Strong attention to detail and organizational skills

Career Growth Opportunities and Learning Benefits

At Health Advocate, we are committed to the growth and development of our employees. As an Evening Customer Care Associate, you will have access to comprehensive training programs, ongoing coaching and feedback, and opportunities for career advancement. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service and making a positive impact on the lives of our members.

Work Environment and Company Culture

Health Advocate is a dynamic and supportive work environment that values diversity, equity, and inclusion. We are committed to creating a workplace culture that is respectful, inclusive, and empowering for all employees. As an Evening Customer Care Associate, you will be working remotely and will have the flexibility to work from the comfort of your own home. You will also have access to a range of benefits, including robust medical coverage, dental and vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off, paid holidays, employee assistance programs, and wellness programs.

Compensation, Perks, and Benefits

We offer a competitive salary starting at $18.00 per hour, as well as a range of benefits, including:

• 401(k) savings plan with company match
• Robust medical coverage
• Dental and vision benefits
• Tuition assistance
• Paid time off
• Paid holidays
• Employee assistance programs
• Wellness programs

Conclusion

If you are a compassionate and customer-focused individual who is passionate about delivering exceptional service and making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. As an Evening Customer Care Associate at Health Advocate, you will be part of a talented team of professionals who are dedicated to providing expert support and guidance to our members. Don't miss out on this opportunity to grow your career and make a difference in the lives of others. Apply today!