Membership Service Advocate OTC (A26)
On-siteCebu, Cagayan Valley, Republic of the Philippines
EXPIREDCebu, Cagayan Valley, Republic of the PhilippinesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Update account information, research billing discrepancies, and educate beneficiaries on plan benefits and coverage. Verify formulary coverage and submit mail requests for ID cards and formularies. Handle inbound and outbound calls to assist members with high accuracy, validate information, and escalate issues as necessary. Maintain HIPAA regulations, CMS guidance compliance, and detailed notations for member records while adhering to attendance and QA score targets.
Required Qualifications
- Associate Degree preferably in Healthcare
- Minimum 3 years working in a fast paced high volume call center environment, retail customer service, preferably in healthcare or hospitality
- Ability to multi-task effectively with strong attention to detail when documenting customers reasons for calling
- Excellent written communication skills
- Excellent problem-solving abilities
- Must love customer service with excellent listening skills
- demonstrate empathy
- the ability to educate customers
- Ability to de-escalate matters in a calm and professional manner
- Comfortable with technology and navigating numerous systems simultaneously
- Unwavering dedication to serving a customer that has complex needs
- Requires strong technical skills with Microsoft Office (Excel, word, and Outlook)
- Must have an energetic phone presence
- professional etiquette over the phone
- through written and face to face communication
- Self-motivated
- confident
- reliable
- commitment to customer satisfaction
- Adherence to following internal policy
- Ability to interact professionally and maintain effective working relationships with superiors, coworkers, customers, and others
- Ability to break down complicated information into simple messages for the caller
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