Customer Care Advocate I/II

About Us

HMA is the premier third-party health plan administrator across the PNW and beyond. We relentlessly deliver on our promise to provide medium to large-size employers with customized health plans, offering various high-quality, affordable healthcare plan options supported with best-in-class customer service. For three years, HMA has been chosen as a ‘Washington's Best Workplaces’ by our staff and PSBJ™. Our vision, ‘Proving What's Possible in Healthcare™,’ and our values—People First!, Be Extraordinary, Work Courageously, Own It, and Win Together—shape our culture, influence our decisions, and drive our results.

We are always searching for unique people to add to our team. We hire individuals who care deeply about others, thrive in evolving environments, gain satisfaction from being part of a team, are motivated by tackling complex challenges, are courageous enough to share ideas, action-oriented, resilient, and results-driven.

What to Expect

You can expect an inclusive, flexible, and fun culture, comprehensive salary with pay transparency, benefits, and a generous time-off package with plenty of personal development and growth opportunities. We offer flexibility to work schedules supporting people in all time zones across the US, with the option to work remotely or from our renovated office outside Seattle, which includes free parking, a gym, and refreshments.

About the Role

The Customer Care Advocate (CCA) at HMA responds to incoming phone calls and written inquiries from clients, providers, and members regarding eligibility, benefits, and claim status. You will research and troubleshoot inquiries, delivering clear information to help callers better understand and utilize their benefit plans. The CCA plays a key front-line role in our mission to revolutionize customer service in the healthcare industry.

Employees in this position may be scheduled for shifts beginning as early as 6:45 a.m. and ending as late as 6:15 p.m. Applicants must be available to work any assigned shift within these hours.

Responsibilities

• Serve as a ‘Trusted Advisor’ for our members.
• Assist members, providers, brokers, and clients by providing accurate eligibility, benefit, and claim status information via phone and written communication.
• Advocate for callers by collaborating with internal and external stakeholders to report, resolve, and prevent recurring inquiries.
• Follow up with callers to ensure customer satisfaction.
• Listen actively to competently address questions on a wide range of topics.
• Maintain a personable, courteous, and professional demeanor at all times.
• Strive for first-call resolution by thinking creatively and taking ownership of the customer experience.
• Perform multiple tasks and navigate multiple systems to investigate and respond to customer needs.
• Apply organizational and written communication skills to document phone conversations, noting key themes and resolutions.
• Proactively raise recurring issues or questions with management for further review.
• Own your personal development to achieve job proficiency and meet performance goals.

Requirements

• 1-3+ years of experience providing superior service in a call center environment or provider’s office, preferably in the healthcare industry.
• High school diploma or equivalent.
• Knowledge of medical, vision, and dental terminology preferred.
• Understanding of customer service ethics, principles, and procedures.
• Strong verbal, written communication, and analytical abilities.
• Extensive keyboarding skills, including the ability to talk and document simultaneously (40+ WPM).
• Attention to detail and accuracy.
• Proven ability to work independently and in a team environment.
• Basic proficiency using Microsoft Office: Word, Excel, Instant Messaging, and Outlook.
• Ability to multitask, including maintaining the flow of a conversation while typing.
• Bilingual (Spanish/English) skills a plus.

Benefits

• Competitive base salary range: $24/hr - $26/hr for Level I (varies by geography, skills, experience, and education). Level II may be considered for highly qualified candidates.
• Seventeen paid time off days (for individual contributors).
• Twelve paid holidays, plus two paid personal days and one paid volunteer day.
• Company-subsidized medical, dental, vision, and prescription insurance.
• Company-paid disability, life, and AD&D insurance.
• Voluntary insurance options.
• HSA and FSA pre-tax programs.
• 401(k) retirement plan with company match.
• Annual $500 wellness incentive and $600 wellness reimbursement.
• Remote work and continuing education reimbursements.
• Discount program.
• Parental leave.
• Up to $1,000 annual charitable giving match.

Work Environment

At HMA, we support your work, life, and wellness goals by offering flexibility in work schedules, remote work options, and a renovated office outside Seattle with free parking, a gym, and refreshments. We host in-person events throughout the year, including an annual all-hands meeting, summer picnic, trivia night, and a holiday party. Our performance management program is designed to elevate career growth opportunities and foster a collaborative work culture.

HMA hires people from across the US (excluding Hawaii and the cities of Los Angeles and San Francisco). A background screen is required prior to employment.

Employees may encounter protected health information (PHI) and must use and disclose it on a need-to-know basis according to HMA’s policies and procedures.