Seasonal Customer Advocate

Your Health Idaho; Boise (ID); On-site; USD 21,000 - 26,000; Full time

Job summary

Your Health Idaho seeks a Seasonal Customer Advocate to handle phone and email support during peak enrollment periods. The role focuses on helping customers with routine and complex requests in a high-volume environment.

The position emphasizes accuracy in data entry, use of the agency’s platforms, and effective problem-solving while adhering to open enrollment policies and timelines. Training will be provided for systems and processes.

Qualifications

• Experience in a call center or customer service role.
• 1 year of customer service experience, resolving complex issues.
• Strong verbal and written communication skills.
• Ability to troubleshoot both technical and non-technical issues.
• Proficient computer skills including Microsoft Office.

Responsibilities

• Provide thorough, timely, accurate customer support and complex problem solving via telephone, email, and other methods in a high-volume support center during annual open enrollment periods.
• Consistent attendance is an essential requirement to perform job expectations in YHI’s high-volume call center environment.
• Support inquiries on general insurance enrollment, ACA topics, and related services.
• Complete accurate data entry of customer contacts in YHI’s systems.
• Respond professionally and promptly to inbound calls and inquiries.
• Utilize YHI’s platform to review customer information and resolve concerns.
• Troubleshoot issues based on process, policy and systems knowledge.
• Conduct research to resolve customer situations.
• Adhere to YHI policies and meet performance objectives in service, quality assurance, and productivity.
• Support carrier appeals, reconciliations, and renewal of eligibility for non-financial assistance.
• May create, route, and respond to tickets.
• Process enrollment discrepancies and perform verifications and reconciliations.

Skills

Call center experience

Problem solving

Communication

Technical troubleshooting

Data entry

Microsoft Office

Education

Associate's degree preferred

Tools

CRM systems

Office software

Job description

Position title: Customer Advocate- Seasonal

Reports to: Customer Advocate Supervisor

FLSA status: Temp. Seasonal – Non-Exempt

Position Summary

Your Health Idaho is seeking a Seasonal Customer Advocate to fulfill our seasonal staffing needs. This position will primarily provide phone support, assisting customers with routine requests as well as more complex support needs.

Responsibilities (Position may include additional functions not listed)

• Provide thorough, timely, accurate customer support and complex problem solving via telephone, email, and other methods in a high-volume support center environment during annual open enrollment periods.
• Consistent attendance is an essential requirement to perform job expectations in YHI’s high-volume call center environment.
• Support wide range of customer and consumer connector questions such as general insurance enrollment, non-financial assistance eligibility, making enrollment changes, use of the online technology, individual enrollment, plan selection alternatives, family status changes, and other insurance and/or ACA related topics.
• Complete accurate data entry of contact with customers in YHI’s computer systems.

Respond professionally, appropriately, and promptly to inbound calls, customer inquiries, and more complex customer service situations.

• Utilize YHI’s technology platform to review relevant customer information and resolve customer concerns or questions.
• Troubleshoot technical issues based on strong understanding of process, policy and systems.
• Conduct research as necessary to effectively resolve customer situations.
• Adhere to YHI policies, procedures, and expectations to meet YHI performance objectives in service, quality assurance, and productivity.
• Support YHI’s carrier appeals process, carrier reconciliations, and renewal of eligibility for non-financial assistance.
• May create, route, and respond to customer and/or consumer connector tickets.
• Process enrollment discrepancies as well as perform manual verifications or reconciliations and related projects. Often reconciles eligibility data between DHW and YHI.
• Perform other duties as assigned.

Qualifications (Required knowledge, skills, abilities, education, experience, etc.)

Demonstrate success with complex problem solving in a call center or other customer service position

Associate’s degree preferred or equivalent through professional experience

1-year customer service experience, including resolving complex customer issues

Ability to troubleshoot both technical and non-technical issues

Excellent verbal and written communication skills, including strong interpersonal telephone skills

Ability to effectively listen and elicit information

Strong computer skills, including Microsoft Office and ability to learn/utilize other technology applications

Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Strong problem solving, reading comprehension, and troubleshooting skills

Ability to sit and/or stand at a desk and work with a computer for extended periods of time

Knowledge of the Affordable Care Act (ACA) preferred

Ability to work in a fast-paced workplace, adapt to a continually evolving environment

A committed team player with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships

Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of YHI

Physical & Other Requirements

• Ability to work in an office environment, primarily sedentary.
• Consistent attendance is required, including full-time during initial two-week training session as well as regularly scheduled shifts thereafter.
• Ability to listen to and understand others as well as ability to give and receive instructions via telephone, computer messages, face-to-face, and in writing
• Ability to operate computer and software applications; use of normal office machines
• Availability to work additional hours or weekends based on call center demands

The functions described herein are not the only responsibilities and tasks to be performed by the individual occupying this position. The individual will be required to follow any other instructions and to perform any other job-related duties as required by his/her supervisor or manager.Requirements stated herein are minimum levels of knowledge, skills, and/or abilities to qualify for this position. To perform the responsibilities of this position successfully, the individual will possess the abilities and aptitudes to perform each task proficiently. “Ability” means to possess and apply both knowledge and skill.

This job description includes the essential functions of the job that an incumbent must be able to perform with or without reasonable accommodation.

This document does not create an employment contract, implied or otherwise. The organization maintains “at will” employment. This job description is subject to review and may be revised or updated at management’s discretion.