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Role Description

Member Advocates will be responsible for handling both inbound and outbound calls to support our healthcare client. In this role, advocates are expected to deliver exceptional customer service by adhering to established protocols and guidelines. Advocates will support members through a variety of needs such as:

• Billing
• Quoting
• Understanding medical or pharmacy benefits
• Providing requested materials
• Researching claims
• And so much more!

They will utilize various web-based systems to efficiently address and resolve customer inquiries, ensuring a seamless and satisfactory experience for each caller.

Our focus is creating a fantastic member experience. Advocates will need to be able to make the process easy for members, demonstrate that you care, and ultimately, resolve their concerns. Employees on this program do more than simply provide services to members. They advocate for them!

7 weeks of paid, mandatory training:

• 100% attendance required.
• All equipment provided. Work from home!

Call center hours:

• Monday-Friday, 8 AM-9 PM EST
• Saturday, 9 AM-7:30 PM EST

Competitive benefits, PTO, growth, and development opportunities.

Important:

• At the end of the application, you’ll see a screen titled “Digital Interview.” Please wait a moment for the purple link to load—this will take you to the required assessments. These must be completed from a computer or laptop. Assessments must be completed before moving forward in the process.

Qualifications

• High School Diploma or GED
• Prior call center or customer service experience highly desired
• Effective verbal and written communication skills
• Ability to multi-task
• Knowledge on how to operate a computer, use internet search engines, and navigate multiple windows/tabs
• Ability to sit for extended periods of time
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test

Requirements

• Enclosed and secure work area with zero distractions
• Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
• Must be able to meet the minimum internet speed requirements of 20 mbps download and 12 mbps upload.
• Hotspots, satellite and wireless internet service is NOT allowed for this role.

Responsibilities

• Answer customer inquiries with professional courtesy, providing exceptional customer service to each customer, based on client specific instruction.
• Document each customer's inquiry information into a database.
• Verify customer's information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Shift and Schedule adherence.

Company Description

Senture is home to a global family with people from various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.