Welbe Advocate I

Job Summary

The role involves managing both inbound and outbound assignments within the Advocate Hub. Responsibilities include call management, scheduling, authorization processing, inquiry response, clinic-based scheduling, and other administrative tasks. The position requires providing outstanding customer service to all stakeholders and maintaining accurate records of scheduled appointments. The role demands the ability to work in a fast-paced, participant-centric environment with multitasking capabilities, while effectively collaborating with colleagues and stakeholders.

Job Responsibilities

• Answer incoming phone calls, emails, and contacts as requests come into the Hub.
• Screen, transfer, resolve, and dispose of calls expeditiously while adhering to all process and documentation standards.
• Review, process, schedule, and authorize orders according to department protocols.
• Ensure appropriate and timely documentation of all updates, encounters, and communication.
• Coordinate the scheduling of participant appointments, troubleshoot conflicts, and communicate with stakeholders.
• Respond to questions and inquiries regarding authorization status and requirements.
• Provide eligibility status and benefit information for participants.
• Collect, update, and verify participant and provider information as required.
• Address participant and provider inquiries and escalate as appropriate.
• Conduct appointment confirmations and reminders, updating appointments as necessary.
• Maintain current and accurate records of all scheduled appointments.
• Troubleshoot and resolve basic issues, escalating to manager when appropriate.
• Complete all required documentation in a timely and accurate manner.
• Protect privacy and maintain confidentiality of all company procedures and information.
• Follow company policies and procedures and participate in Quality Improvement activities, staff training, and meetings.
• Communicate regularly with Supervisor and team regarding workload and priorities.
• Complete all mandated trainings and occupational health screenings timely.
• Exercise flexibility in performing assignments as business needs evolve.
• Other duties as assigned.
  
  

Physical Demands and Working Conditions

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this