Advanta Advocate-Customer Care Agent

Verdegard Administrators, LLC.; Tempe (AZ); On-site; USD 27,000 - 43,000; Full time

Benefits offered by this job

Medical / Dental / Vision / Wellness –

Paid Time Off / Company Paid Holidays

Incentive Compensation

401K with Company match

Life and Disability Insurance

Tuition Reimbursement

Employee Referral Bonus

Job summary

Verdegard Administrators, LLC. in Tempe, Arizona, is seeking an Advanta Advocate to work with enrolled employees on their health insurance plan. You will negotiate with facilities and providers to obtain the best care at the best price while delivering outstanding service.

The role requires 2+ years of relevant experience with strong MS Office skills and the ability to manage multiple stakeholders. On-site work in Tempe is expected.

Qualifications

• GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience.
• Intermediate knowledge of MS Office/Word, Excel, and Outlook.
• Experience with Windows based database programs is required.

Responsibilities

• Coordinate and communicate Pre- and Post-Service cases between operations, account management, sales, health services, stop loss, finance, clients, brokers, facilities and members.
• Respond to member inquiries promptly and determine appropriate actions to resolve issues.
• Deliver service meeting department standards when negotiating with facilities and providers.
• Research and resolve complex issues relating to benefit information, claims adjudication, eligibility verification, and prior authorization.
• Follow up with customers to ensure satisfaction and timely response to requests.
• Educate customers about Verdegard’s roles and responsibilities and the plan rules.

Skills

Communication skills

Customer service

MS Office proficiency

Problem solving

Attention to detail

Education

GED/HS Diploma

Tools

MS Office/Word

Excel

Outlook

Windows-based databases

Job description

Exemption Status: United States of America (Non-Exempt) Exemption Status: $19.80 - $25.50 - $31.19 “Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

Why join Verdegard?

Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

Job Description Summary

Works as a member of the Advanta Advocate team working directly with enrolled employees (members) on their medical health insurance plan. The Advocates negotiate with facilities and providers working towards obtaining the best care at the best price for their health needs. Interacts with internal and external customers to provide and obtain information and ensures the delivery of outstanding service and quality. Works under general supervision, relying on instructions, work process guidelines, policies & procedures, and company knowledge/experience to perform the functions of the job.

Essential Duties and Responsibilities

• Advocates coordinate and communicate Pre and Post Service cases between operation, account management, sales, health services, stop loss, finance, clients, brokers, facilities and members.
• Convey a positive image of the company by promptly responding to member phone inquiries and determining the appropriate actions to resolve issues, gather and provide information, and offer assistance.
• Deliver service that meets or exceeds department performance standards when negotiating with facilities, providers and the delivery of options to members.
• Utilize company database programs to research and resolve complex issues relating to benefit information, claims adjudication, eligibility verification, prior authorization, and other TPA processes.
• Request follow-up action or obtain assistance from other areas of the organization as necessary.
• Educate external customers/members about Verdegard’s roles and responsibilities.
• Provide information about override guidelines, benefit plans, prior authorization requirements, grievance and appeal processes, and other TPA functions as specified by health plan sponsors in accordance to their health plan.
• Follow up with customers/members as appropriate to ensure satisfaction and timely response to requests.
• Diffuse upset customers/members by appropriately listening to issues and providing positive solutions to resolve concerns.
• Represent Verdegard in a positive manner by adhering to processes and established procedures and guidelines.
• Support the department strategy by working with the customer/member to have the best experience with their health plan and help find financial savings through negotiations with their providers and facilities and redirecting to more cost-effective provider locations.

Other duties may be assigned.

Supervisory Responsibilities

None

Education and/or Experience

GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience

Computer Skills

Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs. Experience with Windows based database programs is also required.

Certificates, Licenses, Registrations

None required

Other Skills and Abilities

• Demonstrates ability to appear for work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.
• Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Language Skills Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.

Competencies

• Composure
• Decision Quality
• Organizational Agility
• Problem Solving
• Customer Focus
• Drive for Results
• Peer Relations
• Time Management
• Dealing with Ambiguity
• Learning on the Fly
• Political Savvy

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit, talk or hear. The employee is regularly required to stand, walk, use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples: business office with computers and printers, light traffic).

Work Location

This position must work on-site at the Tempe Location for purposes of providing adequate support to internal clients; being available for face‑to‑face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.

Working Hours

This is a full‑time non‑exempt position requiring one to be able to work overtime from time to time in order to get the job done. Therefore, one must have the ability to work nights, weekends or on holidays as required. This may be changed at any time to meet the needs of the business. The typical working hours for this position are Monday through Friday from 8:00am to 5:00pm.

Travel

This position requires no travel however attendance may be required at various local conferences and meetings.

The Perks

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

Equal Opportunity Employer

Male/Female/Disabilities/Veterans OSHA/ADA: To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

About MedImpact

MedImpact, is a privately‑held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high‑value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets. MedImpact was founded more than three decades ago by a pharmacist and independent drug store owner who saw firsthand how families struggled with the high cost of prescriptions, and how it impacted their lives, financial security, and health. So, he started MedImpact to make prescription benefits understandable and accessible. While we have grown to be one of the leading PBMs in America, we remain as committed to these principles today as we did when it all began.