Customer Care Advocate, Sr.

Department: Customer Care | Union: UFCW 3000 | Grade: 9 | FLSA: Non‑exempt | Hours per week: 40

Position Summary

The Customer Care Advocate, Sr provides advanced 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.

Key Duties and 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; follow up to ensure successful completion.
• Handle escalated calls and manage them through resolution.
• Perform other duties as requested.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that may be required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Qualifications

• High school diploma or GED.
• Three years of related work experience such as third‑party administrator processing, benefits administration, or customer service in a health and welfare environment.
• 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.
• Bilingual.

Working Conditions / Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Compensation

$32.36 per hour.

Benefits

Zenith American Solutions offers a comprehensive benefits program that includes health, vision, and dental coverage; a retirement savings 401(k) plan with company match; paid time off (PTO); and ample opportunities for growth.

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. Requests for accommodation apply to all aspects of employment, including the application process. To request accommodation, please contact the Recruiting Department at recruiting@zenith-american.com.