Customer Care Advocate, Sr.

Zenith American Solutions, Inc.; Bothell (WA); On-site; USD 36,777 - 52,380; Full time

Job summary

Zenith American Solutions, Inc. is looking for a Senior Customer Care Advocate in Bothell, Washington. The role involves delivering advanced customer service related to eligibility, benefits, and claims status.

Ideal candidates should possess a high school diploma, three years of experience in customer service or benefits administration, and strong communication skills. The position requires proficiency in MS Office and a commitment to customer satisfaction.

The role offers a pay rate of $32.36 per hour.

Qualifications

• Three years of related work experience in benefits administration or customer service.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Solid organization skills with strong detail orientation.

Responsibilities

• Provide advanced customer service about eligibility and claims status.
• Handle escalated calls and manage through resolution.
• Update files and document system notes of conversations.

Skills

Customer service

Communication

Organization

Detail orientation

Education

High school diploma or GED

Tools

MS Office

Job description

Position Summary

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

Key Duties and Responsibilities

• Maintain current knowledge of assigned Plan(s) and effectively apply knowledge in all job functions.
• Provide written, verbal, or face‑to‑face customer service by responding to and documenting telephone and written inquiries in accordance with various Plan(s) benefits.
• Update files, including documenting system notes of conversations or action taken.
• Perform tasks associated with the administration of retirement and health and welfare benefits such as processing and/or sending mailers or required forms as requested by members.
• Process and/or send correspondence related to member or claims status.
• Process enrollments and update member information in applicable system(s).
• Distribute communications related to regulatory requirements.
• Initiate Action Requests to appropriate departments requesting adjustments to claims, retirement, and/or eligibility as necessary.
• Follow up to ensure successful completion of Action Requests.
• Handle escalated calls; manage through resolution.
• Perform 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

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

Compensation

$32.36/hr

EEO Statement

Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, the policy of Zenith American Solutions is to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.