Remote Customer Experience Advocate ; Remote Onsite Training

Job Type:
Full-time

Remote:
Remote

Do you love sharing your compassion and empathy for others in the workplace? Is delivering a phenomenal customer experience important to you? If so, then it's a great time to consider growing your career with Wellmark!

Our Operations division is currently seeking multiple talented, curious, and compassionate Customer Experience Advocates (CXA) that are eager to serve as trusted partners in navigating health insurance needs. Your days will be filled with phone calls from our members, providers, and other stakeholders. Sometimes the work can be challenging and complex, but it will also be rewarding for those who want to make an impact by serving on the front lines to support our members.

The CXA will provide accurate, prompt, courteous, and professional responses to member, provider, or other stakeholder inquiries over the phone.

• Opportunity to work remote upon meeting performance expectations
• Strong focus on optimizing the customer experience – our mission is to Make Health Care Better!
• Cultural values of respect, diversity, inclusion, and commitment to our community
• Cultural values of curiosity, commitment, and connection
• Workplace that values health with access to a fitness facility, health programs, education, and services
• Opportunity for career advancement
• Exceptional employee benefits, rewards, and growth opportunities
• Best‑in‑class tuition assistance program (help pay off any current student loans)

The start date for this training class is Monday, August
25th. This position requires that you work onsite in one of our three offices in Des Moines, Iowa;
Cedar Rapids, Iowa; or Sioux Falls, South Dakota for a minimum of 12weeks while meeting attendance and performance goals. This daily training prepares you to be comfortable and confident as a Customer Experience Advocate. It is critical to your success to take no time off during this training program.

Hours for this position are 8:30am–5:00pm, Monday–Friday. No nights or weekends.

Once you have successfully completed onsite training and are effectively demonstrating attendance and performance expectations, you will have the flexibility to work onsite, remotely from home, or in a hybrid arrangement. The choice is yours. If you choose to work fully remote or hybrid after training, this role requires you to have your own reliable high‑speed internet and a quiet, private space in your home to discreetly take calls and ensure information confidentiality.

You must have access to a non‑cellular, non‑satellite internet service provider, and be able to directly connect your Wellmark‑issued computer via ethernet cable to your ISP modem to ensure the best connection and call quality. Minimum speed should be 10mbps upload and 10mbps download. Employees working fully remote will still be asked to report to a Wellmark office occasionally for key meetings, and you may be asked to return to the office for additional training if performance falls below expectations.

• Required:
• High School Diploma or GED.
• A minimum of one year proven experience engaging with customers (e.g., retail, service, health care provider, nursing, caregiver, or teacher).
• Experience in customer‑centric role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating, and providing solutions to customer needs.
• Computer literacy – basic computer skills, such as accessing common web and desktop applications, navigating multiple sources of information, and word processing.
• Professional verbal and written communication skills; attention to detail, proper sentence structure, proper grammar, and ability to synthesize member information into a consumable format.
• Good judgment and proven problem‑solving skills and ability to think independently.
• Ability to resolve issues and conflicts in a professional manner while maintaining composure and confidence. Displays empathy and discerns stakeholders’ true intent.
• Collaborates with team members to accomplish goals or outcomes. Builds trust and connects with others to complete…