Customer Care Associate

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2023 Awards:

· National Customer Service Association All-Stars Award: Service Organization of the Year.

· Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year - Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

Locations

Must be located within the Continental United States

Basic Function

Responsible for assisting members in navigating the healthcare system by answering a variety of incoming calls and responding to members healthcare questions and issues; determine appropriate resolution to assist members based on their needs; transfer calls outside scope of responsibility to appropriate internal or external resource; verify/Collect appropriate demographic information and update in appropriate system.

Major Job Accountabilities

Service Functions – Assist members in navigating the healthcare system by answering a variety incoming calls and responding to members healthcare questions and issues while ensuring adherence to department and corporate policies and procedures

• Connect with members by phone and quickly develop a rapport to help the individual to navigate their benefit choices and options
• Determine appropriate resolution to assist members based on their needs
• Transfer calls outside scope of responsibility to appropriate internal or external resource
• Process calls in specific queue (e.g., triage, biometric, etc.) based on assignment
• Verify/Collect appropriate demographic information and update in appropriate system
• Follow-up with members, providers, insurance carriers and other vendors ensuring adherence to established policies
• Exercise exceptional customer service skills in an effort to optimize each contact with the member
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations

• Know and support approved departmental and corporate policies and procedures relating to benefit issues
• Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA)

Research Assistance - Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner

• Follow research through until resolution
• Document all issues thoroughly maintaining department files
• Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
• Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels

Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts

• Cooperate with team members to meet goals or to complete tasks
• Provide quality customer service that exceeds customer expectations and improves level of
• service being provided
• Treat all internal/external customers, team members and department contacts with
• dignity/respect
• Escalate to supervisor any situation outside the employee's control that could adversely impact
• the services being provided

Mental and Physical Requirements

• This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers 
• The nature of the work in this position is sedentary and the incumbent will be sitting most of the time. 
• Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
• Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned

• The job description documents the general nature and level of work but is not intended to be a

comprehensive list of all activities, duties, and responsibilities required of job incumbents

• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities

to perform the functions outlined above

• Please contact your local Employee Relations representative to request a review of any such accommodations

Your Success

As a work from home associate, you’ll deliver a positive experience that solves members’ needs/challenges, while working to resolve issues.

Health Advocate offers all work equipment and a comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members.

Invested in you

At Health Advocate, you’ll have the ability to pursue your ambitions and grow your career. We’ve got you covered with a total rewards package that includes Robust Medical coverage, as well as Dental & Vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs and Wellness Programs.

Pay Rate

Hourly rate starting at $16.00.

Hours/Shift

This position is full-time (40 hours/week) Monday - Friday. Employees have flexibility to work any of our 8.5 hour shift schedules during our normal business hours of (8:00 am -10:00 pm EST). It may be necessary, given the business need, to work occasional overtime.

Minimum Qualifications

Applicant for this job will be expected to meet the following minimum qualifications.

Education

• High School Diploma or G.E.D
• Associate's degree from an accredited college or university with major course work in business
• administration, liberal arts, healthcare, or a related field preferred.

Experience

• Minimum of one year customer service experience required.

Other

• Basic Knowledge of MS Word and Excel required
• Must score acceptably on job related testing
• Ability to pass standardized interview
• Based on assignment may need to be bilingual in English, Spanish, etc.

A successful incumbent in the job will be able to demonstrate the following skills and abilities:

• Strong communication skills and phone etiquette
• Strong ability to explain complex issues to employees/retirees
• Highly effective listening skills
• Strong problems solving/issue resolution skills
• Excellent customer service and customer resolution skills
• Organizational and administrative skills
• Ability to work in a team environment

Your Success (training and equipment information)

As a work from home associate, you’ll deliver a positive experience that solves members’ needs/challenges, while working to resolve issues.

Health Advocate offers all work equipment and comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members.

Invested in you

At Health Advocate, you’ll have the ability to pursue your ambitions and grow your career. We’ve got you covered with a total rewards package that includes Robust Medical coverage, as well as Dental & Vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs and Wellness Programs.

Pay Rate

Starting at $16/hr

Hours/Shift

This position is full-time (40 hours/week) Monday - Friday. Employees have flexibility to work any of our 8.5 hour shift schedules during our normal business hours of (8:00 am -10:00 pm EST). It may be necessary, given the business need, to work occasional overtime.

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.
• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)