Customer Advocacy Specialist - Remote

Overview

The Customer Advocacy Specialist serves as a critical subject matter expert (SME) role in driving resolution for internal or external issues and/or complaints. If you have a strong background in customer service and problem-solving, we would love to have you on our team!

As a Customer Advocacy Specialist, you will de-escalate and resolve issues with a high level of independence. This role also assists the Supervisor and Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. You will also work cross-functionally to identify areas of opportunity/performance improvement and recommend solutions.

Schedule: Monday- Friday, 11:30AM- 8:00PM EST

Responsibilities

In this role you will:

• Act as main point of contact for escalated calls and requests
• Adhere and meet service level agreements and performance goals as set by the clients
• Monitor and/or complete production, as applicable
• Manage payer, provider and patient complaint resolution.
• Work with supervisors drive efficient case handling and quality.
• Work with supervisors to create efficient work plans and trending root cause.
• Support cross-functional process improvement efforts and provide feedback to other business partners.
• May also serve as a back-up in production.
• Perform other duties as required or assigned.

SECONDARY RESPONSIBILITIES

• Respond to calls/e-mails in a timely manner
• Be proficient with entering information into CART system
• Projects/spreadsheets – across all operations
• Act as a resource for Customer Service Representatives, line staff-research process issues
• Monitor sensitive State Reports

Qualifications

You should apply if you have:

• High School Diploma or the equivalent.
• 3 years' experience in a Customer Service Representative (Inbound Contact Center) role in the healthcare/medical field.
• Experience with resolution management: handling escalations, analyzing and solving customer problems.
• Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment.
• Basic computer skills and data entry with speed and accuracy is required.
• Knowledge of department systems and processes, CareCentrix business protocols, and regulatory compliance (preferred).

What we offer:

• Starting Pay for external hires is $19.50 / per hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
• Advancement Opportunities, professional skills training, and tuition /exam reimbursement
• PayActiv - access earned income in between pay checks
• Walgreens Discount - receive up to 25% off eligible items
• Great culture with a sense of community

CareCentrix maintains a drug-free workplace

#IDCC

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.

Originally posted on Himalayas