Care Champion - LHB

Job Summary

Provides telephonic services to our Clients’ employees (and their immediate family) to assist in understanding, navigating and getting the best value out of the healthcare, wellness and employee incentive programs provided by the Client.

Affords assistance in navigating the healthcare system as they seek health and wellness services, interact with providers and insurers, find useful community resources and reduce the callers stress as well as saving time and cost.

Responsibilities

• Solves complex or difficult benefit and/or claim issues on designated client cases and when necessary, escalates issues to Claims, Eligibility Supervisors, and Client Managers.
• Manages (research, problem solving, organizing, tracking, reporting) client advocacy cases that require one or multiple interactions with the client, providers, insurers, and community resources.
• Works in a dynamic, fast-paced environment, organizes and prioritizes work demands.
• Displays a positive attitude and follows directions.
• Adapts communication style to persons representing diverse personal, professional, cultural and socio-economic backgrounds.
• Sits and uses the phone for long periods of time.

Requirements

• High School diploma or GED equivalent
• Minimum three years of insurance and/or benefits customer service experience
• Demonstrated experience with managing client advocacy cases that require one or multiple interactions with the client, providers, insurers, and community resources
• Ability to effectively organize and prioritize work demands in a dynamic, fast-paced environment
• Possesses excellent customer service skills including proper grammar, tonalities and clear dictation
• Proficient in Microsoft Office Suite, data entry and electronic mail applications
• Excellent written and verbal communication skills, including the ability to adapt communication style to persons representing diverse personal, professional, cultural and socio-economic backgrounds
• Must be able to work a flexible 37.5 hour work week in a 24/7/365 call center environment – some 3rd shift, evenings, weekends, and holidays will be required
• Ability to sit and use the phone for long periods of time

Preferred

• Health Care Reform knowledge/experience and/or Medicare/Medicaid benefit knowledge
• Bilingual in Spanish/English
• EBS, PHR, SPHR or CBP certification

Benefits

This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Min To Max Range $18.07 - $33.92 Exact compensation may vary based on skills, experience, and location.