Customer Advocate I

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.

Join HCSC and be part of a purpose-driven company that will invest in your professional development.

Job Summary

Why You’ll Love HCSC: When you join HCSC, you are joining the largest customer-owned health insurer in the United States. HCSC is dedicated to reimagining health care while investing in the growth of our people. We seek team members who are passionate about positively impacting our communities and supporting others.

Our Impact: Our social responsibility consists of corporate giving, local community relations, volunteerism, diversity and wellness, and sustainability initiatives.

Who We Serve: We work hard to provide our members with the most innovative, cost efficient and helpful tools to manage their health.

Our Ethics: We strive to do the right thing every day, acting ethically and honestly in everything we do.

Our Purpose: To do everything in our power to stand with our members in sickness and health.

Why You’ll Love Customer Service: Customer Service provides our employees rewarding experiences and the ability to make a difference to improve the lives of our colleagues, our customers, and our communities every day.

A Day in the Life of a Customer Advocate: As a Customer Advocate, you will be responsible for monitoring the phone in one of our on-site call center locations to promptly assist HCSC members and physicians with their inquiries. Spend approximately 90% of the scheduled time fielding phone calls.

• Analyze inquiries from members or providers to anticipate needs and proactively take the next steps to complete requests.
• Initiate and code adjustment transactions to correct and resolve inquiries.
• Helping our customers navigate the complexity of the healthcare industry to resolve their issues and ensure their needs are met on the first interaction.
• Collaborate with providers, families, and patients through secure communications, in compliance with HIPAA, to ensure member’s and provider’s needs are met.
• Maintain complete confidentiality of company business.

What’s in it for You

• HCSC provides its employees with array of resources and benefits to help you take care of yourself so you can take care of your family, perform your job well, and feel good at the end of the day.
• We strive to maintain an inclusive work environment where all employees experience equity. Our employees know when they come to work each day they will be treated fairly and with the respect they deserve.
• At HCSC you will be building a rewarding career in healthcare. We know the importance of career growth and provide our employees with opportunities to develop.

Skills & Requirements

• Proficient computer skills and ability to navigate various computer applications
• Data entry and/or typing experience
• Interpersonal, verbal and written communication skills
• Organizational skills 
• Independent decision-making skills and problem solving
• Ability to spend approximately 90% of the scheduled time on the phone
• Experience with billing, working in a medical office, or hospital customer service is preferred

JOB REQUIREMENTS

• High school diploma OR GED.
• 6 months customer service experience OR 6 months experience in an office environment.
• 1 year of customer service and internal sales experience preferred.
• Data entry and/or typing experience.
• Interpersonal, verbal and written communication skills.
• Analytical and organizational skills and independent decision making skills.
• Ability to spend approximately 90% of the scheduled time on the phone according to business needs and sit for long periods of time with scheduled breaks.

​PREFERRED JOB REQUIREMENTS

• 9 months customer service experience.
• Experience working with various lines of business, i.e. CDHP, Medicare, Wellness, and Disease Management.
• Knowledge of medical terminology and anatomy.
• Proven ability to learn quickly and adapt to change.
• Referral preference given to applicants able to take and meet testing criteria.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees.  Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan.

This position requires on-site training with the ability to return for onsite training for up to 18 months at a designated Customer Service Hub.  Remote Customer Service employees hired at and assigned to a Customer Service Hub location must live near one of the designated Customer Service Hubs.  Customer Service Hubs are located in HCSC’s six (6) state Headquarters (Illinois, Montana, New Mexico, Oklahoma, Tennessee and Texas) and in the following locations:  Morgan Park, Pilsen, Springfield and Houston.

HCSC Employment Statement:

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. We are a drug-free and smoke-free workplace. Employment may be contingent upon successful completion of drug screening in accordance with applicable law.

Base Pay Range

Exact compensation may vary based on skills, experience, and location.