Client Advocate

Responsibilities

• Resolve claims issues and benefit questions to support client Human Resource Department and to ensure overall client and employee satisfaction.
• Respond to incoming employee phone calls and email inquiries.
• Answering employee benefit questions.
• Resolving complex claims questions and issues promptly and efficiently.
• Work diligently with insurance carriers and administrative vendors to resolve enrollment and other issues.
• Identify trends and propose process resolution and/or implement new processes as needed.
• Maintain high service levels and low abandon rates on customer service calls.
• Maintain log of all incoming calls/inquiries with status and resolution.
• Respond to assigned employee inquiries (phone calls and emails) within 24 hours of receipt.
• Work with internal Consultant/Account Management staff as needed to resolve customer service issues.
• Maintain ongoing dialogue with client HR staff, Consultant/Account Management staff, and external carriers/vendors as needed through issue resolution.
• Document all processes and procedures for claims resolutions.
• Complete special projects upon request.
• Assist with testing client open enrollment portals/platforms.
• Work with outside enrollment vendors and insurance carriers to ensure overall client satisfaction.
• Become knowledgeable of carrier/vendor’s systems as applicable to accomplish core job responsibilities.
• Acquire applicable knowledge of carrier/vendor portals and enrollment systems to assist client with high-level concerns and issues.
• Resolve high-level customer enrollment and reinstatement issues.

Qualifications

• High school diploma required; some college preferred.
• 1-2 years’ industry experience.
• Demonstrated work experience in a corporate environment.
• Strong professional phone skills and Microsoft Office Suite skills.
• Strong communication and customer service skills.
• Demonstrated ability to handle multiple tasks and organize workload.
• Demonstrated ability to work independently.
• Demonstrated ability to solve complex problems.
• Detail oriented.
• Team player.
• Positive manner.

Benefits

• Compensation: $50,000/yr.
• Company Paid Life Insurance, Long-Term and Short-Term Disability.
• Medical, Dental, Vision and FSA/HSA plans.
• 401(k) with company match.
• Additional voluntary benefits including Critical Illness, Accident Insurance, Hospital Indemnity and Supplemental Life Insurance, Legal and Identity Protection, and Pet benefits.
• Generous PTO.
• An awesome team of professionals!