Healthcare Customer Advocate

1 week ago

Temple, Texas, United States MOHAMMED AZEEM UDDIN Full time $18,000 - $40,000 per year

Job Title: Customer Advocate 1

Location: On-site | Temple, TX

Duration: 3 Months (Possible conversion to Full-Time after completion)

Start Date: December 1, 2025 (Targeted start date)

Training Details:

  • Schedule: Monday to Friday, 8:00 AM – 5:00 PM
  • Duration: 3 weeks (on-site training)
  • Post-Training Work Hours: 40 hours/week
  • Shift Timing: 8-hour shifts between 7:00 AM – 7:00 PM, Monday to Friday

Position Overview:

The Customer Advocate 1 serves as the first point of contact for members, providing assistance with benefits, premium payments, enrollment inquiries, and general customer support. This role focuses on delivering excellent service, resolving member concerns efficiently, and maintaining quality and performance standards.

Essential Functions:

  • Communicate plan policies, procedures, and services to members.
  • Meet call handling goals:
  • 80% of calls answered within 30 seconds
  • Call abandonment rate: less than 5%
  • Average hold time: not to exceed 2 minutes
  • Within 60 days, achieve a quality goal of 92% or greater based on monitored calls.
  • Serve as primary contact for inquiries related to benefits, premiums, and simple enrollment.
  • Verify and update member demographic information.
  • Resolve member concerns effectively to prevent escalation.
  • Access and provide accurate benefit information as requested.
  • Document all interactions and inquiries according to department standards.

Key Success Factors:

  • Successful completion of all required training and proficiency tests.
  • Strong phone etiquette and effective verbal and written communication.
  • Ability to perform in a fast-paced, high-volume environment.
  • Proficiency in typing and basic computer applications.
  • Strong problem-solving and customer advocacy skills.
  • Familiarity with company policies, procedures, and new products.
  • Ability to multi-task and manage diverse customer interactions.

Qualifications:

  • Education: High School Diploma or GED equivalent required.
  • Experience: Entry-level; prior customer service experience is a plus.

Job Types: Full-time, Temporary

Pay: $ $18.00 per hour

Benefits:

  • Health insurance
  • Paid time off

Work Location: In person

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