Customer Advocate: Escalations & Complaints Resolution

Wellmark, Inc.; Iowa (LA); On-site; USD 55,000 - 70,000; Full time

Job summary

Wellmark, Inc. is seeking a Customer Advocacy Specialist to champion member interests by coordinating and resolving complaints, live escalations, and service reviews in line with regulatory guidelines.

You will educate customers on benefits and tools while partnering across the organization to improve the overall care journey. The role emphasizes empathy, clear communication, data analysis, and strong organization to deliver timely resolutions and strengthen member relationships within a

Qualifications

• Excellent verbal and written communication; builds relationships with members and stakeholders
• Strong de-escalation skills; resolves issues professionally with empathy
• Experience handling customer complaints or inquiries in regulated environments
• Ability to analyze data and tell a story with metrics to improve service
• Knowledge of healthcare guidelines, policies, contracts, and regulatory requirements

Responsibilities

• Coordinate, research and resolve customer complaints and live escalations.
• Review feedback and data to identify areas for service improvement across the organization.
• Ensure timely resolution of complaints and educate customers on products, benefits and tools.
• Document complaints thoroughly and route to appropriate teams for resolution.
• Develop internal relationships and collaborate with other departments for effective resolutions.
• Provide feedback to leadership and generate complaint trend reports.
• Maintain awareness of healthcare regulations and corporate guidelines.

Skills

Communication skills

De-escalation

Problem solving

Data analysis

Regulatory knowledge

Microsoft Office

Education

High School Diploma or GED

Job description

Wellmark, Inc. is seeking a Customer Advocacy Specialist to champion member interests by coordinating and resolving complaints, live escalations, and service reviews in line with regulatory guidelines.

You will educate customers on benefits and tools while partnering across the organization to improve the overall care journey. The role emphasizes empathy, clear communication, data analysis, and strong organization to deliver timely resolutions and strengthen member relationships within a