Customer Care Advocate 1

About the role

The Customer Care Advocate provides customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status. The role has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) as defined by the job description.

Department: Customer Care | Union: UFCW 3000 | Grade: 7 | FLSA: Non‑exempt | Hours per week: 40

Responsibilities

• Maintain current knowledge of assigned plan(s) and apply that knowledge in all job functions.
• Provide written, verbal, or face‑to‑face customer service by responding to and documenting telephone and written inquiries in accordance with plan benefits.
• Update files, including documenting system notes of conversations or actions taken.
• Process and/or send mailers or required forms as requested by members.
• Process and/or send correspondence related to member or claims status.
• Process enrollments and update member information in applicable system(s).
• Distribute communications related to regulatory requirements.
• Initiate Action Requests to appropriate departments for adjustments to claims, retirement, and/or eligibility, and follow up to ensure successful completion.
• Research and resolve complex and technical issues and irregularities.
• Perform other duties as assigned.

Minimum Qualifications

• High school diploma or GED.
• Six months of experience working in customer service, third‑party administrator processing, or benefits administration.
• Strong work ethic and team‑player mentality.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Solid organization skills with strong detail orientation and listening skills.
• Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans, and regulations.
• Proficient computer skills including Microsoft Office tools and applications.

Preferred Qualifications

• Call center experience in benefits claims, billing, or eligibility.

Compensation

$29.68 per hour

Benefits

• Health, vision, and dental coverage.
• Retirement savings 401(k) plan with company match.
• Paid time off (PTO).
• Opportunities for growth and development.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, Zenith American Solutions provides reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy applies to all aspects of employment, including the application process. To request accommodation, contact the Recruiting Department at recruiting@zenith-american.com.