Seasonal Client Support Specialist
2 weeks ago
Position Title:
Customer Advocate - Seasonal
Reports To:
Customer Advocate Supervisor
FLSA Status:
Temporary Seasonal – Non-Exempt
Position Overview:
Your Health Idaho is in search of a Customer Advocate to meet our seasonal staffing requirements. This role will primarily deliver phone support for routine, escalated, or intricate situations.
Key Responsibilities:
Provide comprehensive, timely, and precise customer assistance and complex problem resolution via telephone, email, and other communication methods in a high-volume support center environment during peak enrollment periods.
Consistent attendance is a crucial requirement for Customer Advocates to fulfill job expectations in our dynamic call center setting.Address a diverse range of customer inquiries, including general insurance enrollment, eligibility for non-financial assistance, enrollment modifications, utilization of online technology, individual enrollment, plan selection options, family status changes, and other insurance or ACA-related topics.
Ensure accurate data entry of customer interactions in our systems.Respond professionally and promptly to incoming calls, challenging or emotional customer situations, and various customer inquiries.
Leverage our technology platform to access relevant customer information and resolve inquiries or concerns.
Troubleshoot technical issues with a solid understanding of processes, policies, and systems.
Conduct necessary research to effectively address customer situations.
Adhere to company policies, procedures, and expectations to achieve performance objectives in service, quality assurance, and productivity.
Assist with carrier appeals processes, carrier reconciliations, and renewal of eligibility for non-financial assistance.
May create, route, and respond to customer tickets.
Process enrollment discrepancies and perform manual verifications or reconciliations as needed. Frequently reconciles eligibility data.
Execute additional duties as assigned.
Qualifications:
Demonstrated success in complex problem-solving within a call center or customer service environment.
Associate's degree preferred or equivalent professional experience.
Minimum of one year of customer service experience, including resolving complex customer issues.
Ability to troubleshoot both technical and non-technical problems.
Excellent verbal and written communication skills, with strong interpersonal telephone abilities.
Ability to effectively listen and gather information.
Strong computer skills, including proficiency in Microsoft Office and the ability to learn and utilize other technology applications.
Ability to navigate multiple computer systems and applications, utilizing search tools to find information.
Strong problem-solving, reading comprehension, and troubleshooting skills.
Ability to sit and/or stand at a desk and work with a computer for extended periods.
Knowledge of the Affordable Care Act (ACA) is preferred.
Ability to thrive in a fast-paced environment and adapt to a continually evolving workplace.
A dedicated team player with exceptional interpersonal, problem-solving, and communication skills, capable of developing and maintaining cooperative and productive work relationships.
Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of Your Health Idaho.Physical & Other Requirements:
Ability to work in an office environment, primarily sedentary.
Consistent attendance is required, including full-time availability during the initial training period and regularly scheduled shifts thereafter.
Ability to listen to and understand others, as well as the ability to give and receive instructions through various communication methods.
Ability to operate computer and software applications; use of standard office equipment.Availability to work additional hours or weekends based on call center demands.
*The functions described herein are not the only responsibilities and tasks to be performed by the individual occupying this position. The individual will be required to follow any other instructions and to perform any other job-related duties as required by their supervisor or manager. Requirements stated herein are minimum levels of knowledge, skills, and/or abilities to qualify for this position. To perform the responsibilities of this position successfully, the individual will possess the abilities and aptitudes to perform each task proficiently. This job description includes the essential functions of the job that an incumbent must be able to perform with or without reasonable accommodation. This document does not create an employment contract, implied or otherwise. The organization maintains "at will" employment. This job description is subject to review and may be revised or updated at management's discretion.
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