Customer Advocate (Health & Life Licensed) at Beacon Hill Staffing Group, LLC
Charlotte, NC
About the Job
Hours - 11am-8pm (must be available between 8am-8pm)
Customer Advocate - Benefit Accounts
WHAT YOU WILL BE DOING:
Our business continues to grow, and we are looking for Customer Service Advocates accustomed to a fast-paced environment. Our Advocates deliver a caring human touch to employees and businesses in need. Our team-based approach offers the Advocate an opportunity to support our customers in a variety of capacities. This position will primarily work the 2nd shift from 11am to 8pm EST, with some flexibility to meet business needs
Deliver quality service to each caller and build positive relationships one interaction at a time
Helps to reduce effort and counsel on next issue avoidance for customers requesting assistance.
Responsible for engaging any operating area of the company or subject matter specialist to solve customer problems on the first contact.
Assists in driving an excellent experience for new customers.
Support incoming calls, email or web chat requests from employees and employers regarding account, claims, eligibility and payments issues and inquiries
Review claim documentation and disposition based on IRS guidelines and customer Plan requirements
Analyze and resolve exceptions resulting in eligibility updates received from customers
Maintain member/provider confidence by helping to protect the confidentiality of information coming into and being disseminated out of the department according to HIPAA guidelines
Meet and maintain departmental standards
Document all calls in call tracking system and resolve issues with empathy
WHAT SUCCESS LOOKS LIKE:
85% of time spent on customer interactions
95% of claims reviewed in less than 1 business day
Meet attendance and punctuality requirements
100% of your customer interactions and insights recorded in the customer relationship management system
Adhere to our core values: Fun. Preparedness. Teamwork. Humility. Urgency. Bold Thought. Honesty.
WHAT YOU NEED:
Some college; Degree Preferred
Minimum of two years' experience in medical/dental environment
Licensed in North Carolina for: Life Insurance, Accident, Sickness, and Health, **REQUIRED**
Additional reciprocal licenses preferred but not required.
Experience in a medical/dental or life insurance call center environment preferred
Strong Service mentality embedded in your DNA, understanding that while you may answer the same questions many times each day, that for each customer, it may be the first time answered for them
Excellent critical thinking skills and comfortable going off script to solve problems
Strong communication skills with the ability to use multiple systems, multitask, and prioritize
Self-motivated, with a strong resolve towards attendance and punctuality
Working knowledge of Microsoft Word, Excel and Office 365
Exceptional attitude and team player
SELF-FUNDED:
WHAT YOU WILL BE DOING:
Our business continues to grow, and we are looking for Customer Service Advocates accustomed to a fast-paced environment. Our Advocates deliver a caring human touch to employees and businesses in need. Our team-based approach offers the Advocate an opportunity to support our customers in a variety of capacities. This position must be open to working in the hours between 8am to 8pm eastern time, with some flexibility to meet business needs. Shifts will change based on quarterly shift bids.
Deliver quality service to each caller and build positive relationships one interaction at a time
Answer benefit questions for providers and members regarding 60+ Self-Insured health plan documents
Maintain member/provider confidence by helping to protect the confidentiality of information coming into and being disseminated out of the department according to HIPAA guidelines
Meet and maintain departmental standards
Document all calls in call tracking system and resolve issues with empathy
WHAT SUCCESS LOOKS LIKE:
Handle customer requests in an accurate, timely manner, with an appropriate solution
High level of first call resolution
Adhere to our core values: Fun. Preparedness. Teamwork. Humility. Urgency. Bold Thought. Honesty.
WHAT YOU NEED:
Some College; Degree preferred
Minimum of two years' experience in medical/dental environment
Strong Service mentality embedded in your DNA, understanding that while you may answer the same questions many times each day, that for each customer, it may be the first time answered for them
Excellent critical thinking skills and comfortable going off script to solve problems
Strong communication skills with the ability to use multiple systems, multitask, and prioritize
Self-motivated, with a strong resolve towards attendance and punctuality
Working knowledge of Microsoft Word, Excel and Office 365
Exceptional attitude and team player
Any TPA experience, understanding of self-funded plans and benefits knowledge and must be licensed in life and health. Wants people to be empathetic and very customer focused. Wanting a long-term career. Doesn't need TPA experience although that is ideal, just a strong knowledge of benefits - United type background would be good. The ability to explain benefits. Doesn't want the call center gypsies - people who bounce from one call center to the next.
I want to stress the importance of our Customer Advocates staying connected properly while in a work from home status. It is mandatory that Customer Advocates must keep an individual steady secure internet connection
We are an employee health & benefits company with a tech-meets-service platform that simplifies and personalizes how employees and employers shop, enroll and live with their benefits. Our innovative technology makes it easy for employees to choose the right benefits plan while equipping HR with the tools they need through one partner, one service team, one platform, one portal.
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/
Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.
Company Profile:
Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.
Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.
Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com.
We look forward to working with you!
Beacon Hill. Employing the Future (TM)
Salary
up to 18 /year