Customer Engagement Advocate

1 week ago

dallas, United States Employer Direct Healthcare Full time

About Employer Direct Healthcare


Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.


EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded


Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time.


About You:

  • You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
  • You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
  • You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
  • A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
  • You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
  • You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
  • INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.


If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.


Customer Engagement Advocate

A Customer Engagement Associate (CEA) handles creating a concierge-level experience for members by navigating them through the surgical continuum. As the company's face to our members, the CEA plays a critical role in the success of the business by developing high-quality relationships and creating memorable experiences. A critical aspect of our CEA role is engaging and selling the value of our service to every member. Responsibilities include answering questions, education on the surgery process, incentives for participation, and helping with provider selection along with coordination with physician offices. Successful CEAs will not only engage new members but will always look to go the extra mile to make all members navigating complexities of surgery feel supported and valued. High energy, an empathetic approach, and passion for providing top-tier customer service are necessary Must have ability to operate in a fast-paced environment centered around customer excellence over all things If you are passionate about helping others and making a difference within the healthcare space, this role offers rewarding opportunity to positively impact the lives of our members and their families.

Pay Range: Starting at $20.00 an hour + competitive monthly bonus program.


Shift Schedules:

All Customer Engagement Advocate schedules are Monday-Friday.

  • 7:00AM-4:00PM
  • 7:30AM-4:30PM
  • 8:00AM-5:00PM
  • 8:30AM-5:30PM
  • 9:00AM-6:00PM
  • 9:30AM-6:30PM
  • 10:00AM-7:00PM


We also have rotating shifts that you will be asked to cover occasionally: 1:00PM-10:00PM.


THIS IS A 100% ONSITE POSITION.


Responsibilities and Duties:

  • Accountable for engaging and educating new and existing members on our SurgeryPlus offering and ensuring all benefits are clearly articulated and understood.
  • Advocate for members by coordinating appointments and travel while assisting with appropriate venue selection.
  • Collaborate with healthcare providers, insurance companies and other 3rd party partners to ensure coordinated and comprehensive care for members.
  • Assist members in understanding their medical provider options.
  • Address member concerns, related to medical care and scheduling.
  • Assist with provider selection to meet member needs.
  • Maintain accurate documentation of member interactions, including concerns, action taken and outcomes.
  • Follow up, resolve, and document issues with routing of inquiries needing further investigation to the appropriate department.
  • Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.


Requirements

  • Bachelor’s degree in healthcare administration, social services, public health, or related field strongly preferred.
  • High school diploma required.
  • 1-3 years of experience in a customer service and/or sales enablement role.
  • Ability to empathize with members throughout their medical journey.
  • Strong written and verbal communication skills.
  • Strong critical thinking and problem-solving skills.
  • Ability to effectively organize work activities to meet deadlines.
  • Ability to work independently and as part of a cross-functional team.
  • Knowledge of medical terminology, healthcare procedures and insurance systems are a plus but not required.
  • Bilingual (Spanish & English) preferred.


Benefits:

  • Competitive Hourly Wage
  • Highly Competitive Monthly Bonus Program
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short- & Long-Term Disability
  • Life Insurance
  • 401k with company match
  • Paid Time Off
  • Paid Parental Leave


Employer Direct Healthcare does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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