Customer Service Advocate

JobDiva, Inc.; Phoenix (AZ); On-site; USD 28,000 - 29,000; Part time

Benefits offered by this job

Health insurance

401(k) plan

Paid sick leave

Job summary

Pyramid Consulting, Inc. has an immediate need for a Customer Service Advocate for a 06+ months contract. Remote in the US; PST-friendly schedule with AZ candidates preferred.

The role involves handling member/provider inquiries, resolving issues in a timely manner, and maintaining CRM documentation with a focus on quality and compliance.

Qualifications

• Customer Service/Call Center experience required.
• Strong communication and active listening skills.
• Computer skills and multitasking across multiple systems.

Responsibilities

• Handle routine member/provider inquiries promptly and accurately.
• Resolve basic issues and escalate when needed.
• Be frontline resolution advocate for inquiries and concerns.
• Document information in CRM for quality and performance tracking.
• Adhere to policies and quality standards in a high-pace contact center.

Skills

Customer Service/Call Center

Communication

Multitasking

Healthcare/Insurance Knowledge

Education

High School

Some College

Tools

CRM software

Job description

Immediate need for a talented Customer Service Advocate. This is a 06+ months contract opportunity with long-term potential and is located in US (Remote).

Job ID:26-25640

Pay Range: $20 - $21/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Work Location: Remote – preferred candidates from AZ but can be anywhere as long as they work PST time zone
• Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner.
• Mitigates and prevents complaints from being escalated to resolve in initial contact.
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
• Maintains performance and quality standards based on established contact center metrics.
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails.
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
• Performs other duties as assigned.
• Complies with all policies and standards.
• The main function of a call center/customer service representative is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve customer concerns.
• A typical customer service representative is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.
• Typical customer questions include confirming member eligibility/benefits and checking on the status of claims/authorizations.

Key Requirements and Technology Experience:

• Must have skills: Customer Service / Call Center Experience
• Strong Communication & Active Listening Skills
• Computer Skills & Multitasking – ability to work with multiple systems simultaneously
• Healthcare/Insurance Knowledge – claims, eligibility, benefits, and authorizations
• Education/Certification: Required: High School
• Preferred: Some College
• Disqualifiers: Those that have need for time off in the first 6 months
• Communications
• Computer
• Listenin
• Typing test – 90% score, basic computer literacy test
• Schedule : Will be provided during onboarding – multiple shifts/schedule.
• DOD/NACLC: No
• Driver’s License/MVR: No
• Clinical License/Certification: No
• Superior Health Plan Foster Care/DFPS Check: Not specified

Our client is a leading Healthcare Industry and we are currently interviewing to fill this and other similar contract positions.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.