Healthcare Customer Service

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$18.00/hr - $18.00/hr

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Duration: 5 Months Contract + High Potential to Extend

Location: 100% Remote

Pay: $18

Job Description:

Duties:

• Position is 100% remote.
• Candidates must have a reliable internet connection.
• Candidates can be located anywhere in the US, but must be able to accommodate the schedule and training schedule provided.
• The top 3 skills needed in candidates are empathy, strong technology skills, and multitasking.
• The Person al Advocate position is responsible for representing
  *** Behavioral Health (CBH) to all inbound callers within a call center environment and assuring the caller’s contact with CBH is positive.
• Advocates are many times the first encounter customers have with
  *** and thus are responsible for giving a positive first impression.
• The Advocacy tasks of this position are varied and often complex in nature, requiring flexibility and multi-tasking capabilities.

Responsibilities may include, but are not limited to:

• Educating customers on benefits, eligibility, referrals, non-clinical resources, and assessing for potential risk of harm or substance abuse concerns.
• This position services calls in a warm and empathetic manner, as many of the calls are sensitive in nature.
• Independent problem-solving skills are critical to success within the role, along with intelligent judgment in assessing the caller’s needs.
• Based upon the call type and requests, advocates should be able to use customer service skills, knowledge of the mental health/substance abuse field, and
  *** training to effectively address callers' needs in an educational manner.
• This position is an entry-level role with an opportunity for growth within the company.
• Incumbents will utilize telephonic communication the majority of the time, with some web and internal CBH materials to achieve first-time resolution for callers.

Responsibilities:

• The primary responsibility of the Advocate role is answering calls from customers, including providers.
• The majority of the day will be spent answering inbound calls from customers looking to access, understand, or utilize services.

Within a call, an advocate may:

• Register participants in the intake system and open case files
• Educate participants on their benefits based on individual plan design and other clinical or non-clinical resources available
• Conduct an intake as needed to assess for presenting concerns and risk of harm or substance abuse concerns
• Provide participants with the names and phone numbers of the nearest providers
• Multi-task by maneuvering through various computer programs and screens

As needed, an advocate may also:

• Write authorizations to ensure claims are paid correctly.
• Provide follow-up calls to participants to ensure the correct information is given
• Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
• Send complaints to initiate the grievance process for customers

On all calls, an advocate is responsible for:

• Providing high-quality customer service as identified by the Advocacy department's quality standards
• Using independent problem-solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
• Understanding the business needs of the role, while balancing the needs of the customer
• Taking an educational approach to ensure that callers are able to understand the complexities of accessing care
• Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within ***

Qualifications:

• Previous customer service experience or related position
• Superb interpersonal communication
• Effective listening and organizational skills
• Ability to manage multiple tasks, setting priorities where needed
• Independently problem solve, with the ability to function…