Customer Advocate Level I

Position Summary

As a Customer Advocate, you will support communication between MedRisk/SPNet's network providers and referring adjusters and nurse case managers. Reporting to the Customer Advocate Team Lead and/or Supervisor, you will help strengthen MedRisk/SPNet's referral process, ensuring efficient workflow and increasing customer satisfaction. Your role involves acting as a liaison, tracking patient progress, and maintaining the integrity of the case file.

Primary Duties & Responsibilities

• Manage claims and monitor case status by confirming patient attendance with network providers, and addressing any concerns regarding compliance
• Possibly update all case related data to MedRisk’s database/platform
• Track and relay authorization to our providers as directed by the clients with confirmations to the adjuster and NCM
• Be knowledgeable regarding the client’s unique needs and respond appropriately
• Build approachable, professional relationships with providers and referring customers

Qualifications

• Bachelor’s Degree preferred; 2-3 years of experience preferred
• Impeccable customer service skills
• Healthcare experience required; minimum of 1 year preferred
• Experience working with a US company (PH specific)
• Ability to work independently and multi-task in a fast-paced environment
• Detail-oriented
• Excellent verbal & written communication skills
• Basic knowledge of Microsoft Word, Excel, Outlook and Zoom
• Computer skills in Windows environment
• Time management and strong organizational skills
• Adaptability
• Strong work ethic

Competencies

• Customer Focus
• Comprehensive Computer Skills
• Listening
• Action-Oriented

Working Conditions & Physical Requirements

• Office & Home environment
• Mostly sedentary, but may involve walking, standing, sitting, possible twisting, kneeling
• Substantial movements (motions) of the arms, wrists, hands, and/or fingers
• This position requires consistent communication both verbally and electronically
• Candidate must be able to utilize exceptional verbal and written communication skills