Customer Engagement - Advocate, Customer Service II

Key Responsibilities

• Provides first-level problem resolution to member, provider and broker inquiries via telephone by gathering and researching information; examine claim submissions verifying claim and system accuracy as well as liability, validate customer understanding of information and resolves issues based on applicable policies and procedures.
• Uses knowledge of products or services by collecting and interpreting contractual provisions to provide customer information service and analyze education.
• Administers services through telephonic, written, and/or electronic inquiries and claims adjustments, if applicable. Appropriately documents all client interactions according to established procedures.
• Prioritize workflow & multitask efficiently in a fast-paced environment while using multiple skill sets with demonstrated proficiency.
• Delivers accurate information to customers in accordance with performance goals and objectives.
• Maintains customer advocate records by identifying underlying customer needs and guiding them to appropriate resources or programs, updating account information by effectively utilizing the business areas enrollment/inquiry tracking system & processes.
• Participates in ongoing education related to new services, industry topics, and skills.

Required Qualifications

• A High School Diploma or GED
• 3 years customer service experience
• Call Center Experience

Preferred Qualifications

• A Medical Insurance background (a plus but not required)

Ampcus is an Equal Opportunity Employer