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Interim Customer Care Associate
2 months 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 primarily involves providing telephone support for routine, escalated, or complex customer inquiries.
Key Responsibilities:
Deliver comprehensive, timely, and accurate customer assistance and complex problem resolution via telephone, email, and other communication methods in a high-volume support center during peak enrollment periods.
Regular attendance is crucial for Customer Advocates to fulfill job expectations in our dynamic call center environment.
Address a diverse range of customer inquiries, including general insurance enrollment, eligibility for non-financial assistance, enrollment modifications, utilization of online tools, individual enrollment, plan selection options, family status updates, and other insurance or ACA-related topics.
Ensure precise data entry of customer interactions in our computer systems.
Respond professionally and promptly to incoming calls, handling challenging or emotional customer situations and other inquiries.
Leverage our technology platform to access relevant customer information and resolve inquiries or concerns.
Troubleshoot technical issues by applying 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, reconciliations, and renewal of eligibility for non-financial assistance.
May create, route, and respond to customer and consumer connector tickets.
Process enrollment discrepancies and perform manual verifications or reconciliations as needed, often reconciling eligibility data.
Undertake additional duties as assigned.
Qualifications:
Proven 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 intricate customer issues.
Ability to troubleshoot both technical and non-technical challenges.
Exceptional verbal and written communication skills, with strong interpersonal telephone abilities.
Proficient listening skills and the ability to extract information effectively.
Strong computer skills, including proficiency in Microsoft Office and the ability to learn and utilize various technology applications.
Capability to navigate multiple computer systems and applications while utilizing search tools to find information.
Excellent 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.
Capacity to thrive in a fast-paced environment and adapt to ongoing changes.
A dedicated team player with outstanding interpersonal, problem-solving, and communication skills, capable of fostering cooperative and productive work relationships.
Ability to take responsibility and maintain confidentiality in alignment with the values and integrity of Your Health Idaho.
Physical & Other Requirements:
Ability to work in an office setting, primarily sedentary.
Consistent attendance is required, including full-time availability during the initial training period and regularly scheduled shifts thereafter.
Ability to listen and comprehend others, as well as give and receive instructions through various communication methods.
Proficient in operating computer and software applications, as well as using standard office equipment.
Willingness to work additional hours or weekends based on call center demands.
*The responsibilities outlined herein are not exhaustive and may include other tasks as assigned by the supervisor or manager. The individual will be expected to follow any additional instructions and perform other job-related duties as required. This job description includes essential functions that an incumbent must be able to perform with or without reasonable accommodation. This document does not establish an employment contract, either implied or explicit. 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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