Customer Care Advocate

Title

Customer Care Advocate 2

Customer Service

OPEIU 537

The Customer Care Advocate 2 provides customer service to participants, beneficiaries, union locals, and providers regarding eligibility, benefits, and claims status, with minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) as described in the Job Description.

• Maintain current knowledge of assigned plan(s) and apply this knowledge in all job functions.
• Provide written, verbal, or face‑to‑face customer service by responding to and documenting telephone and written inquiries in accordance with plan benefits.
• Update files, including documenting system notes of conversations and actions taken.
• Perform tasks related to the administration of retirement and health and welfare benefits (e.g., processing and sending mailers or required forms, processing correspondence about member or claims status, processing enrollments, and updating member information in applicable system(s)).
• Distribute communications related to regulatory requirements.
• Initiate action requests to appropriate departments for adjustments to claims, retirement, and/or eligibility, and follow up to ensure successful completion.
• Perform other duties as assigned.

• High school diploma or GED.
• One year working as Level 1 Customer Care Advocate.
• Strong work ethic and team‑player mentality.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Solid organization skills with strong detail orientation and listening skills.
• Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans, and regulations.
• Proficient computer skills, including MS Office tools and applications.

• Call center experience in benefits claims, billing, or eligibility.
• Bilingual.

Prolonged periods of sitting at a desk and working on a computer; must be able to lift up to 15 pounds at times.

$25.84 per hour.