Remote Customer Service Representative (Advocate) - Disabled Veteran Solutions

The start date for this position is 6/24/2024.

Disabled Veteran Solutions (DVS) is seeking top talent for our Customer Advocate Role in our Customer Service Division. At Disabled Veteran Solutions, you're not just part of a company; you're a valued member of a diverse and inclusive team. To attract and retain the best talent, we reward our team members with competitive salaries and a comprehensive benefits package.

At DVS, your team works on assisting our members with all aspects of their health care. In an advocate role, you will assist 50 -70 individuals daily with all aspects pertaining to PCP, medications, transportation to appointments, and any other questions about their benefits. Your knowledge and empathetic personality, paired with several web-based systems will make a big impact on the quality of life for others. This position is full-time, Monday through Friday (40 hours/week) Employees are required to have flexibility to work one of our 8-hour shift schedules during normal business hours of 8am-8pm EST.

Position Summary:

The successful candidate will utilize various web-based platforms as you actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer solutions. Employment is contingent upon successful completion of applicable background checks.

Initial orientation is extensive and will occur during the hours of 8 AM - 4:30 PM EST, Monday through Friday for the first 7 weeks. This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to the caller's health, status, and potential plan options. To do this, you'll need to navigate across multiple databases which requires fluency in computer navigation and toggling between these systems while confidently and compassionately engaging with the caller. Advocates are coached on key metrics with a focus on member satisfaction.

Specific Duties and Responsibilities:

• Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts, and correspondence.
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits, and choose a quality care provider.
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
• Assist customers in navigating the member website, and other websites while encouraging and reassuring them to become self-sufficient.
• You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Competencies:

• Detail Orientation
• Values Diversity
• Nimble Learning
• Self-Development
• Collaboration
• Job-Specific Knowledge
• Customer Focus
• Cultivating Innovation
• Instilling Trust
• Ensuring Accountability
• Decision Quality

Qualifications:

• High School Diploma
• A minimum of one year experience in insurance operations required
• Proficiency with working on computers
• Must adhere work schedule commensurate with department hours, including scheduled breaks/meals

Preferred Qualifications:

• Health Care/Insurance experience (familiarity with medical terminology, health plan documents, or benefit plan design)
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations and researching available resources)
• Customer Service Experience (full service, complex problem solving)

While DVS employment is open to all, DVS desires to reward Veterans and Military Families for their service by offering meaningful and respect-filled employment. You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

About Disabled Veteran Solutions

Disabled Veteran Solutions is a nationally recognized provider of outsourced business process outsourcing services with a dedication to high standards of excellence. As a Service-Disabled Veteran Owned Small Business, service and quality are central to our mission. Additionally, adaptability and experience provide the edge which makes Disabled Veteran Solutions extremely successful in exceeding client expectations.