[Remote] Advocate, Customer Service II

Note: The job is a remote job and is open to candidates in USA. ICONMA is a company seeking a Customer Service Advocate II for a remote role in the health insurance sector. The primary responsibility of this role is to assist members, providers, and brokers with inquiries regarding product information, benefits, and claims resolution in a call center environment.ResponsibilitiesResponsible for answering members, provider & broker inquiries pertaining to product information, benefits, claims resolution, eligibility and billing questions in a call center environmentProactively provides information and education to members, providers & brokers, as appropriate, about a variety of health, financial, and self-service programsProvides basic technical assistance and troubleshooting guidance for digital and electronic applications35% Provides first- level problem resolution to member, provider and broker inquiries via telephone by gathering and researching information; examine claim submissions verifying claim and system accuracy as well as liability, validate customer understanding of information and resolves issues based on applicable policies and procedures20% Uses knowledge of products or services by collecting and the contractual provisions that govern administration to provide customer information service and analyzing education, to interpret contractual language to the customer needs for the purpose of providing benefit utilization and limitations, to determine the need for managed care initiatives, and to administer all types of services to customers within the business segment through telephonic inquiries, written and/or electronic inquiries and claims adjustments, if applicableAppropriate documents all client interactions according to established15% Prioritize workflow & multitask efficiently in a fast-paced environment while using multiple skill sets with demonstrated proficiency15% Delivers accurate information to customers in accordance with performance goals and objectives10% Maintains customer advocate records by identifying underlying customer needs and guiding them to appropriate resources or programs updating account information by effectively utilizing the business areas enrollment/inquiry tracking system & processes5% Participates in system as needed. Ongoing education related to new services, industry topics, and skillsSkillsHigh School Diploma or GED3 years of customer service experienceDemonstrated skills as an empathetic and compassionate communicator., AdvancedAbility to quickly gain customer trust and confidence., AdvancedDemonstrated PC navigation and data entry skills., AdvancedStrong interpersonal communication skills., AdvancedGood oral and written communication skills., AdvancedThe incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programsMust be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of timeMust be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellenceMust be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challengingCall Center experience, Medical Insurance background (a plus but not required)BenefitsHealth BenefitsReferral ProgramExcellent growth and advancement opportunitiesCompany OverviewICONMA: Your Partner in Global Staffing Solutions and Digital Transformation ICONMA is a globally recognized, Woman-Owned staff augmentation and technology consulting firm. It was founded in 2000, and is headquartered in Troy, MI, US, with a workforce of 1001-5000 employees. Its website is http://www.iconma.com.