Position Title: Customer Service Advocate I (Remote Work)

Locations: Remote Indiana (IN) - (Only locals to IN)

Anticipated Start Date: 6/17

Expected Duration: 3 months.

Job Type: Contract to hire

Shift: Shift is between the operational house of 8 am – 8 pm EST. Normally new hires work the late shift of 11 am – 8 pm

Pay Rate: $18.00/hr on W2.

NOTE: Bilingual skills are preferred but not required

Job Description:

Position Purpose:

Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers. Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints. Previously known as Customer Service Representative or Call Center Representative.

Respond to member and provider inquires via telephone in a timely and appropriate manner

CSA’s are held to quality, conformance, an adherence goals

Required Skills:

Computer skills and ability to learn new systems.

CALL CENTER

We will consider candidates who meet the education requirements and who share our passion for supporting the health and well-being of our communities.

Preferred Skills/ Experience:

Medicaid

Bilingual skills are preferred but not required

INTERNET SPEED****

Ethernet cord preferred.

Reach out ASAP if any issues arise but they shouldn’t

Education Requirement: HIGH School or GED

Software Skills Required: Phone etiquette, typing skills a must, tech skills, problem solving

Education/Experience:

Entry-level position typically requiring little or no previous experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Experience interacting and multitasking using multiple systems and programs simultaneously preferred.

Responsibilities: 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

Job Types: Full-time, Contract

Pay: $18.00 per hour

Expected hours: 40 per week

Work Location: Remote