Customer Service Advocate I (Remote)

About the Role

Responsible for answering member, provider, and broker inquiries pertaining to product information, benefits, claims resolution, eligibility, and billing questions in a call center environment. Proactively provides information and education to members, providers, and brokers about a variety of health, financial, and self-service programs. Provides basic technical assistance and troubleshooting guidance for digital and electronic applications.

Responsibilities

• Provides first-level problem resolution to member, provider, and broker inquiries via telephone by gathering and researching information; examines claim submissions, verifying claim and system accuracy, liability, and validates customer understanding of information.
• Resolves issues based on applicable policies and procedures.
• Uses knowledge of products and contractual provisions to provide customer service and education, interpret contractual language, determine benefit utilization and limitations, and administer services through telephonic, written, or electronic inquiries and claims adjustments.
• Appropriately documents all client interactions according to established departmental procedures.
• Delivers accurate information to customers in accordance with performance goals and objectives.
• Maintains customer records by updating account information using the business area’s enrollment/inquiry tracking system and processes.
• Participates in ongoing education related to new services, industry topics, and skills.

Requirements

• High School Diploma or GED.
• Less than one year of customer service experience.

Preferred Qualifications

• Less than one year of experience in a call center customer service role or experience with medical or insurance terminology.

Skills

• Successful completion of the training provided.
• Demonstrated skills as an empathetic and compassionate communicator.
• Ability to quickly gain customer trust and confidence.
• Demonstrated PC navigation and data entry skills.
• Strong interpersonal communication skills.
• Good oral and written communication skills.
• Ability to meet established deadlines and handle multiple customer service demands from internal and external customers within set expectations for service excellence.
• Ability to effectively communicate and provide positive customer service, including to demanding or challenging customers.

Pay

Salary Range: $32,256 - $59,136

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, internal peer equity, and market and business considerations. It is not typical for an individual to be hired at the top of the range.

Benefits

In addition to compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Schedule

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key, and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Must be eligible to work in the U.S. without sponsorship.