Customer Advocate I

Job Description

Job Description

We're currently seeking Customer Advocates to work from home (after an onsite training period) for VIVA HEALTH, a nationally-ranked Best Place to Work! What's in it for you when you join VIVA HEALTH? Check out a few of the benefits:

• Hourly pay starting at $17.00 and up
• Strong incentive plan with an average of $7,000 per year (start earning as soon as your 3rd month!)
• Comprehensive Health, Vision, and Dental Coverage
• 401(k) Savings Plan with company match and immediate vesting
• Paid Time Off (PTO)
• 9 Paid Holidays annually plus a Floating Holiday to use as you choose
• Tuition Assistance
• Flexible Spending Accounts
• Healthcare Reimbursement Account
• Paid Parental Leave
• Community Service Time Off

See more about the benefits of working at Viva Health -

Job Description

The Customer Advocate is responsible for providing quality customer service to members and providers. This position serves as the primary customer contact in a call center environment utilizing knowledge base and service delivery tools to assist customers with inquiries and problem resolution in accordance with call center standards.

Key Responsibilities

• Answer the minimum of incoming ACD member and provider calls for a full 8-hour day as outlined in the Customer Service Minimum Standards Policy.
• Process all incoming ACD member and provider calls within the designated processing-talk time outlined in the Customer Service Minimum Standard Policy.
• Research, follow up, and complete all customer inquiries immediately after ending a call.
• Accurately document all incoming member and provider calls.
• Quote benefits to both member and providers.

REQUIRED QUALIFICATIONS :

• High School Diploma or GED
• 1 year of experience in call center or healthcare related field (College graduate or currently enrolled in college may be considered in lieu of experience)
• Demonstrate excellent customer service skills through written and verbal communication
• Ability to thrive in a production environment where quality and quantity are highly measured, including recognizing and correcting quality errors
• Basic computer and data entry skills

PREFERRED QUALIFICATIONS:

• Some College
• Experience in a health insurance related call center
• Working knowledge of COBRA law, COB, medical terminology, and HIPAA guidelines