Customer Service Advocate II (West Baltimore In-Office)

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

Responsibilities

• Provides first-level problem resolution to inquiries via telephone by researching information, examining claim submissions, verifying accuracy, and validating customer understanding.
• Uses knowledge of products, services, and contractual provisions to interpret benefit utilization, limitations, and managed care initiatives.
• Administers services through telephonic, written, or electronic inquiries and claims adjustments as applicable.
• Documents all client interactions according to established departmental procedures.
• Prioritizes workflow and multitasks efficiently in a fast-paced environment.
• Delivers accurate information to customers in accordance with performance goals.
• Maintains customer advocate records by identifying needs and guiding customers to appropriate resources or programs.
• Updates account information using enrollment/inquiry tracking systems.
• Participates in system testing and ongoing education related to new services, industry topics, and skills.

Requirements

• High School Diploma or GED.
• 3 years of customer service experience.

Preferred Qualifications

• 3 years of experience in a call center customer service role or experience with medical or insurance terminology.

Skills

• Demonstrated skills as an empathetic and compassionate communicator.
• Ability to quickly gain customer trust and confidence.
• Strong PC navigation and data entry skills.
• Excellent interpersonal, oral, and written communication skills.
• Ability to meet deadlines and handle multiple customer service demands from internal and external customers.
• Ability to provide positive customer service, including to demanding or challenging customers.

Pay

Salary Range: $39,240 - $71,940. This range considers factors such as scope, responsibilities, experience, education, internal equity, and market conditions. It is not typical for an individual to be hired at the top of the range.

Benefits

Comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).