Customer Experience Associate
Description
Our Care Advocate's are the primary point of contact for our members. The Care Advocate provides a concierge-level experience to members by navigating them through the surgical continuum via phone calls & chats. Activities include answering questions, education on the surgery process and incentives for participation, helping with provider selection and coordination with physician offices. Successful Care Advocates always look to go the extra mile for their members when performing critical research and helping them navigate the complexities of surgery.
THIS IS NOT A REMOTE JOB.
Responsibilities and Duties
- Accountable for inbound and outbound phone-based customer service
- Educate members about the SurgeryPlus program and incentives for use
- Coordinate appointments and travel for member while assisting with appropriate venue selection
- Assist with provider selection
- Follow up, resolve and document issues with routing of inquiries needing further investigation to the appropriate department
- Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements
Requirements
- Bachelor’s degree in healthcare administration, social services, public health or related field required
- 0-3 years experience in a customer service or administrative support role
- Ability to work effectively in a team environment
- Strong written and verbal communication skills
- Strong critical thinking and problem-solving skills
- Ability to effectively organize work activities to meet deadlines
- Bilingual (Spanish & English) preferred
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave