Customer Service Advocate II - Outbound

PA Health & Wellness is a national organization committed to providing quality service to its members. The Customer Service Advocate II will educate and inform members and providers, facilitate outbound calls, and ensure a successful customer experience while maintaining performance and quality standards.

Responsibilities

• Delivers education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience
• Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support
• Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns
• Escalates calls in the event providers are unable to deliver solutions
• Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
• Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
• Maintains performance and quality standards based on established contact center metrics
• Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
• Documents information including demographics, call summaries, 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

Skills

• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
• Requires a High School diploma or GED
• Requires 1 – 2 years of related experience
• May require vocational or technical education in addition to prior work experience
• Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
• Documents information including demographics, call summaries, 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
• Experience in a contact center environment preferred

Benefits

• Competitive pay
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• A flexible approach to work with remote, hybrid, field or office work schedules

Company Overview