Customer service advocate overland park, ks - united states, kansas city (kansas)

customer service advocate - $17.00 per hour - overland park, ks

job description

grow and lead among an award-winning and extraordinary organization that's dedicated to providing premier service and delighting members, 24/7/365. it all begins with how we care about the people we serve. since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. compassionate care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.

we make a difference in the lives of millions, that’s something we can be proud of.

compensation for all positions is competitively higher than the current marketplace. simply put - we pay more. we also offer a competitive benefits program, designed to support employees and their families across all dimensions of health including medical, dental, vision, life, disability, 401(k) and paid holidays/time off for eligible employees. you can earn even more through referral bonuses. achieve your potential and grow your career at nationsbenefits.com/careers.

position title: inbound customer service advocate / member experience advisor

purpose of job

this service model simplifies the way consumers, and their families engage in health care - clears the confusion, enables access to the right care, helps ensure the right care decisions are made and makes health care more affordable. the customer service care coordinator is responsible for providing compassionate customer service and issue resolution to our members. direct phone - based customer interaction to answer and resolve a wide variety of inquiries. this role is responsible for coordination of member navigation plans with health plan clinical and non-clinical staff supporting members enrolled in dsnp benefits including members, or families with members, identified as having complex illness.

this position is full-time (40 hours/week) varies days and shifts available

job components and primary responsibilities:

provide concierge and white-glove level service, removing burdens and providing end-to-end resolution for customers

serve as a single point of contact for the customer and form a strong relationship to support them

own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member

research complex issues across multiple databases and work with support resources to own the resolution of all customer issues and anticipate their future healthcare needs or potential opportunities to improve the experience

respond to and own consumer inquiries and issues

conduct proactive research on assigned member accounts to identify service issues

identify gaps in processes and work closely with other departments for process improvement

provide education and status on previously submitted pre-authorizations or pre-determination requests

meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance

qualifications

this is high volume, customer service environment. you’ll need to be efficient, productive, and thorough dealing with our members over the phone. strong computer and software navigation skills are critical. you should also be strongly patient-focused and adaptable to changes.

required qualifications:

high school diploma / ged (or higher) or equivalent work experience

minimum of 3+ years of combined education, work and/or volunteer experience

preferred qualifications:

health care/insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

sales or account management experience

customer service experience

$17.50 per hour to any bilingual (english/spanish) candidate who passes the language test assessment.

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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