Welbe Advocate

Job Title: Welbe Advocate I

Job : 88602

Location: Newark, New Jersey

• Answer incoming phone calls, emails, contacts as requests coming into the Hub.
• Appropriately screen, transfer, resolve and dispose of calls expeditiously while adhering to all process and documentation standards.
• Review, process, schedule and authorize orders according to department protocols.
• Ensure that appropriate and timely documentation of all updates, encounters and communication is documented in source systems as outlined by department protocols.
• Effectively coordinate the scheduling of participants appointments, including troubleshooting conflicts or urgent needs, communicating with all stakeholders (staff, family, providers etc.) and meeting appointment turn‑around times as outlined in the company Appointment Scheduling Protocol.
• Respond to questions and inquiries regarding authorization status and requirements.
• Provide eligibility status and benefit information for participants.
• Collect/Update and Verify Participant and Provider information as required.
• Address both participant and provider inquiries and if unable to resolve, escalated as appropriate.
• Conduct appointment confirmations and appointment reminders as outlined by department protocols, updating appointments as appropriate.
• Maintain current and accurate records of all scheduled appointments – scheduled times, outcomes (e.g., appointment occurred or not, reasons for rescheduling).
• Trouble‑shoot and resolve basic issues; escalated to manager when appropriate.
• Complete all required documentation in a timely and accurate manner.
• Protect privacy and maintain confidentiality of all company procedures and information about team members, participants, and families.
• Follow the company policies and procedures and participate in any required Quality Improvement activities, staff training and meetings.
• Communicate regularly with Supervisor and team regarding workload and priorities.
• Timely completion of all mandated trainings and education.
• Timely completion of all mandated occupational health screenings as needed.
• Exercises flexibility in performing assignments as business needs evolve.
• Other duties as assigned.

• Minimum of one (1) year of experience working in a call center environment where a service/support role was primarily performed.
• Experience utilizing telephony platforms such as Genesys.
• Outstanding customer service orientation, especially in telephone and written communications.
• Excellent and accurate data entry skills and experience in multiple software platforms.
• Must be flexible with work hours.
• Problem solving and persistence in the face of challenges.
• Excellent organizational and communication skills.
• Ability to work independently with minimal supervision.
• Demonstrated ability to prioritize in a fast‑paced environment. Experience and competency working with people from diverse backgrounds and cultures.
• Commitment to unlocking the full potential of our most vulnerable seniors.