Customer Service Advocate-Remote $19 hourly

Customer Service Advocate, $19/hour Contract to hire, Desired Start: 2/3/2025 Remote IL. 8-5 PM CST/9-6 EST Position Purpose: Serves as the first-line advocate who focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints. Previously known as Customer Service Representative or Call Center Representative. Responsibilities:

• Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
• Mitigates and prevents complaints from being escalated to resolve in initial contact.
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance

Performs other duties as assigned

• Complies with all policies and standards

Education Requirement:

• High School Diploma or GED

Experience Required:

• Call Center/Customer Service experience
• Problem solving and critical thinking skills
• Ability to multi-task working independently from home free of distractions
• Ability to work with 4 or more systems Simultaneously
• Interpersonal skills

/ Experience Preferred:

• 2-year call center experience
• 2 years claims experience
• Medicaid Knowledge
• Previous experience with Microsoft computer applications
• Previous experience working remotely using multiple applications and screens

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