Experienced Customer Care Advocate - Insurance Industry
At careerzynith, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a Customer Care Advocate, you'll play a vital role in resolving customer inquiries, providing timely and professional service, and enhancing member satisfaction and retention. If you're passionate about delivering outstanding customer care and have a flair for communication, we want to hear from you!
**About careerzynith**
careerzynith is a leading healthcare insurance and services provider, committed to fostering an environment where diversity and inclusion are fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation, enabling us to provide leading-edge healthcare insurance and services. With a mission to attract the best talent from diverse socioeconomic, cultural, and experiential backgrounds, we aim to diversify our workforce and best reflect the communities we serve.
**Our Company Culture**
Our employees are united by our Lifetime Way Values & Behaviors, which include compassion, pride, excellence, innovation, and having fun! We strive to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and offering competitive compensation and benefits. Our commitment to creating a positive work environment is reflected in our dedication to employee well-being, growth, and satisfaction.
**Key Responsibilities**
As a Customer Care Advocate, you'll be responsible for:
* Providing exceptional customer service via telephone, walk-in, mail, fax, web chat, off-phone work, and email, resolving customer inquiries in a professional, efficient, and timely manner.
* Documenting, researching, interpreting, and responding to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies.
* Utilizing appropriate resources to resolve customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance.
* Providing outreach related to claims, onboarding, effectuation, retention, provider inquiries, and complex inquiries.
* Demonstrating a willingness to adapt and be flexible to changes and business needs, taking ownership and accountability for issue identification and resolution.
* Participating in ongoing meetings, training, and skill development to support career path and individual development plans.
* Being knowledgeable and enthusiastic about careerzynith and our products and/or services.
* Identifying and following through on issues impacting the Health Plan and customer experience.
* Developing effective internal working relationships for improved communication and collaboration.
* Sharing ideas and solutions to improve processes, procedures, and systems.
* Consistently demonstrating high standards of integrity by supporting careerzynith's mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
* Maintaining high regard for member privacy in accordance with corporate privacy policies and procedures.
* Regularly reliable attendance is expected and required.
**Minimum Qualifications**
* High School diploma or equivalent required.
* Customer service experience preferred.
* Entry-level position. Duties performed under close supervision.
* Attends all training required to become proficient in position.
* B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently).
* Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
* Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
* Adept at communicating effectively and diplomatically while working as a collaborative team member.
* Organizational, reasoning, and problem-solving skills.
* Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands.
* Completed training on at least one part of Scheduling unit.
**Level II Requirements**
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
* Completed training on all parts of scheduling unit.
* Ability to efficiently resolve complex & escalated issues with minimal direction.
* Advanced system and navigational skills.
* Expanded communication skills across multiple channels including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc.
* Takes accountability and ownership of issues and resolution with minimal supervision.
* Dental & Medical Intake Units Specific:
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
* -OR- Move to & complete training for Commercial Unit.
**Level III Requirements**
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 additional months.
* Self-sufficient in resolving complex & escalated issues.
* Provide mentoring and support to new hires and peer group.
* Assist with tasks assigned by management that require advanced problem-solving skills.
* Demonstrates global thinking and takes initiative to recognize opportunities within the team.
* Dental & Medical Intake Units Specific:
* There is no level III option for these two units. Must move to Commercial unit to continue level progression.
* Commercial Unit Specific:
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 months.
* -OR- Move to & complete training for Dedicated Unit.
**Physical Requirements**
* Work is completed in a traditional office environment under fluorescent lighting.
* Ability to arrive on time at work and as scheduled.
* Ability to meet minimum performance metrics.
* Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
* Must be able to travel across the enterprise.
* Regularly required to talk.
* Regularly required to hear.
**Compensation and Benefits**
* Grade N2: Minimum $18.22 - Maximum $23.89
* The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill, and education as they relate to the position's minimum qualifications, in addition to internal equity.
* Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.
* Opportunity for remote work within all jobs posted by the careerzynith Talent Acquisition team. This decision is made on a case-by-case basis.
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals, regardless of their background, culture, or identity.
**How to Apply**
If you're passionate about delivering exceptional customer care and have a flair for communication, we want to hear from you! Apply now to join our team of dedicated professionals and take the first step towards a rewarding career at careerzynith.
Apply Job!
Apply for this job
**About careerzynith**
careerzynith is a leading healthcare insurance and services provider, committed to fostering an environment where diversity and inclusion are fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation, enabling us to provide leading-edge healthcare insurance and services. With a mission to attract the best talent from diverse socioeconomic, cultural, and experiential backgrounds, we aim to diversify our workforce and best reflect the communities we serve.
**Our Company Culture**
Our employees are united by our Lifetime Way Values & Behaviors, which include compassion, pride, excellence, innovation, and having fun! We strive to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and offering competitive compensation and benefits. Our commitment to creating a positive work environment is reflected in our dedication to employee well-being, growth, and satisfaction.
**Key Responsibilities**
As a Customer Care Advocate, you'll be responsible for:
* Providing exceptional customer service via telephone, walk-in, mail, fax, web chat, off-phone work, and email, resolving customer inquiries in a professional, efficient, and timely manner.
* Documenting, researching, interpreting, and responding to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies.
* Utilizing appropriate resources to resolve customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance.
* Providing outreach related to claims, onboarding, effectuation, retention, provider inquiries, and complex inquiries.
* Demonstrating a willingness to adapt and be flexible to changes and business needs, taking ownership and accountability for issue identification and resolution.
* Participating in ongoing meetings, training, and skill development to support career path and individual development plans.
* Being knowledgeable and enthusiastic about careerzynith and our products and/or services.
* Identifying and following through on issues impacting the Health Plan and customer experience.
* Developing effective internal working relationships for improved communication and collaboration.
* Sharing ideas and solutions to improve processes, procedures, and systems.
* Consistently demonstrating high standards of integrity by supporting careerzynith's mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
* Maintaining high regard for member privacy in accordance with corporate privacy policies and procedures.
* Regularly reliable attendance is expected and required.
**Minimum Qualifications**
* High School diploma or equivalent required.
* Customer service experience preferred.
* Entry-level position. Duties performed under close supervision.
* Attends all training required to become proficient in position.
* B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently).
* Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
* Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
* Adept at communicating effectively and diplomatically while working as a collaborative team member.
* Organizational, reasoning, and problem-solving skills.
* Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands.
* Completed training on at least one part of Scheduling unit.
**Level II Requirements**
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
* Completed training on all parts of scheduling unit.
* Ability to efficiently resolve complex & escalated issues with minimal direction.
* Advanced system and navigational skills.
* Expanded communication skills across multiple channels including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc.
* Takes accountability and ownership of issues and resolution with minimal supervision.
* Dental & Medical Intake Units Specific:
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
* -OR- Move to & complete training for Commercial Unit.
**Level III Requirements**
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 additional months.
* Self-sufficient in resolving complex & escalated issues.
* Provide mentoring and support to new hires and peer group.
* Assist with tasks assigned by management that require advanced problem-solving skills.
* Demonstrates global thinking and takes initiative to recognize opportunities within the team.
* Dental & Medical Intake Units Specific:
* There is no level III option for these two units. Must move to Commercial unit to continue level progression.
* Commercial Unit Specific:
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 months.
* -OR- Move to & complete training for Dedicated Unit.
**Physical Requirements**
* Work is completed in a traditional office environment under fluorescent lighting.
* Ability to arrive on time at work and as scheduled.
* Ability to meet minimum performance metrics.
* Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
* Must be able to travel across the enterprise.
* Regularly required to talk.
* Regularly required to hear.
**Compensation and Benefits**
* Grade N2: Minimum $18.22 - Maximum $23.89
* The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill, and education as they relate to the position's minimum qualifications, in addition to internal equity.
* Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.
* Opportunity for remote work within all jobs posted by the careerzynith Talent Acquisition team. This decision is made on a case-by-case basis.
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals, regardless of their background, culture, or identity.
**How to Apply**
If you're passionate about delivering exceptional customer care and have a flair for communication, we want to hear from you! Apply now to join our team of dedicated professionals and take the first step towards a rewarding career at careerzynith.
Apply Job!
Apply for this job