Customer Advocate I

HCSC Group; Tulsa (OK); On-site; USD 24,000 - 39,000; Full time

Job summary

Health Care Service Corporation is seeking a Customer Advocate I to join our on-site call center in Tulsa, OK. The role involves handling member and provider inquiries, with about 90% of time spent on calls, and requires strong communication, data entry, and organizational skills.

An eight-week on-site training period is mandatory, and relocation or sponsorship are not provided. Ideal candidates will have a high school diploma or GED and some experience in customer service or medical billing.

Qualifications

• Requires high school diploma or GED.
• Approximately 90% of time on the phone in a call-center setting.
• Experience in billing or medical office/customer service is preferred.

Responsibilities

• Monitor and handle a high volume of inbound and outbound calls from members and providers.
• Research and resolve inquiries with prompt, accurate, and objective responses.
• Navigate HIPAA-compliant secure communications to protect confidentiality and data integrity.

Skills

Computer literacy

Data entry/typing

Interpersonal skills

Verbal communication

Written communication

Organizational skills

Independent decision making

Phone-based work

Billing knowledge (preferred)

Education

High school diploma or GED

Job description

Customer Advocate I### Customer Advocate IApply: RemoteCSHub: OK - Tulsa: Full time: Posted Today: R0056180At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.Join HCSC and be part of a purpose-driven company that will invest in your professional development.# # **Job Summary**### BASIC FUNCTION Under supervision, this position is responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquiries in a prompt, accurate and objective manner. Duties include conducting research; spends approximately 85% of the scheduled time on the phone according to business need. Incumbent will manage a high volume of inbound and outbound calls from members regarding health plan benefits, claim statuses, eligibility and provider networks. NOTE: there is mandatory onsite training for this role for eight weeks, no exceptions. Relocation will not be extended, sponsorship is not available. Are You Ready to Grow Your Career with HCSC? At HCSC, we are there for our members—in sickness and in health—and we strive to do right by them because their trust in us matters. We are redefining an industry and embracing change to deliver compelling careers that encourage resourceful, strategic thought, empower, and allow you to make concrete impact in the lives of our customers and their communities. Join us as we reimagine what’s possible. https://www.hcsc.com/careers/career-areas### **Why You’ll Love HCSC:** When you join HCSC, you are joining the largest customer-owned health insurer in the United States. HCSC is dedicated to reimagining health care while investing in the growth of our people. We seek team members who are passionate about positively impacting our communities and supporting others. **Our Impact:** Our social responsibility consists of corporate giving, local community relations, volunteerism, diversity and wellness, and sustainability initiatives. **Who We Serve:** We work hard to provide our members with the most innovative, cost efficient and helpful tools to manage their health. **Our Ethics:** We strive to do the right thing every day, acting ethically and honestly in everything we do. **Our Purpose:** To do everything in our power to stand with our members in sickness and health. **Why You’ll Love Customer Service:** Customer Service provides our employees rewarding experiences and the ability to make a difference to improve the lives of our colleagues, our customers, and our communities every day. **A Day in the Life of a Customer Advocate:** As a Customer Advocate, you will be responsible for monitoring the phone in one of our on-site call center locations to promptly assist HCSC members and physicians with their inquiries. Spend approximately 90% of the scheduled time fielding phone calls.* Analyze inquiries from members or providers to anticipate needs and proactively take the next steps to complete requests.* Initiate and code adjustment transactions to correct and resolve inquiries.* Helping our customers navigate the complexity of the healthcare industry to resolve their issues and ensure their needs are met on the first interaction.* Collaborate with providers, families, and patients through secure communications, in compliance with HIPAA, to ensure member’s and provider’s needs are met.* Maintain complete confidentiality of company business. **What’s in it for You*** HCSC provides its employees with array of resources and benefits to help you take care of yourself so you can take care of your family, perform your job well, and feel good at the end of the day.* We strive to maintain an inclusive work environment where all employees experience equity. Our employees know when they come to work each day they will be treated fairly and with the respect they deserve.* At HCSC you will be building a rewarding career in healthcare. We know the importance of career growth and provide our employees with opportunities to develop. **Skills & Requirements*** Proficient computer skills and ability to navigate various computer applications* Data entry and/or typing experience* Interpersonal, verbal and written communication skills* Organizational skills* Independent decision-making skills and problem solving* Ability to spend approximately 90% of the scheduled time on the phone* Experience with billing, working in a medical office, or hospital customer service is preferred **JOB REQUIREMENTS*** High school diploma **OR** GED.* 6 months customer service experience **OR** 6 months experience in an office environment.* 1 year of customer service and internal sales experience preferred.* Data entry and/or typing experience.* Interpersonal, verbal and written communication skills.* Analytical and organizational skills and independent decision making skills.* Ability to spend approximately 90% of the scheduled time on the phone according to business needs and sit for long periods of time with scheduled breaks.**PREFERRED JOB REQUIREMENTS*** 9 months customer service experience.* Experience working with various lines of business, i.e. CDHP, Medicare, Wellness, and Disease Management.* Knowledge of medical terminology and anatomy.* Proven ability to learn quickly and adapt to change.* Referral preference given to applicants able to take and meet testing criteria. ### **Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!**### **Pay Transparency Statement:**At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan.This position requires on-site training with the ability to return for onsite training for up to 18 months at a designated Customer Service Hub. Remote Customer Service employees hired at and assigned to a Customer Service Hub location must live near one of the designated Customer Service Hubs. Customer Service Hubs are located in HCSC’s six (6) state Headquarters (Illinois, Montana, New Mexico, Oklahoma, Tennessee and Texas) and in the following locations: Morgan Park, Pilsen, Springfield and Houston.## HCSC Employment Statement:We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. We are a drug-free and smoke-free workplace. Employment may be contingent upon successful completion of drug screening in accordance with applicable law.# # **Base Pay Range**$17.75 - $28.39Exact compensation may vary based on skills, experience, and location.