Customer Care Advocate, Sr.

Zenith American Solutions; Bothell (WA); On-site; USD 38,572 - 50,971; Full time

Benefits offered by this job

Health vision dental coverage

401(k) with company match

Paid time off (PTO)

Growth opportunities

Job summary

Zenith American Solutions in Bothell, WA is seeking a Sr Customer Care Advocate to provide advanced customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status.

The role involves handling PHI/PII access per job description and working 40 hours per week as a non-exempt, on-site team member within the Customer Care department.

Qualifications

• High school diploma or GED.
• Three years of related health and welfare benefits experience.
• Strong work ethic and team orientation.
• Excellent written and verbal communication.
• Detail-oriented with strong organizational skills.
• Proficient with MS Office applications.

Responsibilities

• Provides advanced customer service regarding eligibility, benefits, and claims status.
• Documents inquiries and actions in system notes.
• Assists with retirement and health and welfare benefit administration.
• Handles escalated calls and resolves issues.
• Maintains knowledge of assigned Plan(s).
• Adheres to PHI/PII protocols.

Skills

Communication

Organizational skills

Team orientation

Attention to detail

Professional writing

Education

High school diploma or GED

Tools

MS Office

Job description

Title: Customer Care Advocate, Sr Department: Customer Care

Union: UFCW 3000 Bothell Grade: 9

FLSA: Non-exempt Hours per week: 40

Position Summary

The Customer Care Advocate, Sr provides advanced customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status.

Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.

Key Duties and Responsibilities

• Maintains current knowledge of assigned Plan(s) and effectively applies knowledge in all job functions.
• Provides written, verbal, or face-to-face customer service by responding to and documenting telephone and written inquiries in accordance with various Plan(s) benefits.
• Updates files, including documenting system notes of conversations or action taken.
• Performs tasks associated with the administration of retirement and health and welfare benefits such as initiating action requests to appropriate departments requesting adjustments to claims, retirement, and/or eligibility as necessary, and follows up to ensure successful completion of action requests.
• Handles escalated calls; manages through resolution.
• Performs other duties as requested.

Minimum Qualifications

• High school diploma or GED.
• Three years of related work experience such as third-party administrator processing, benefits administration, or customer service in a health and welfare environment.
• Strong work ethic and team player mentality.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Solid organization skills with strong detail orientation and listening skills.
• Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans and regulations.
• Proficient computer skills including MS Office tools and applications.

Preferred Qualifications

• Call center experience in benefits claims, billing, or eligibility.
• Bilingual.

Working Conditions / Physical Effort

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact the Recruiting Department at [e-mail].

Benefits

We realize the importance of a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!

Compensation: $32.36/hr