[Hiring] Client Advocate @OneDigital

Role Description

The Client Advocate will utilize advanced insurance skills to provide favorable relationships with customers, groups, and clients through the prompt, accurate, and courteous resolution of benefit and eligibility inquiries.

• Process all incoming enrollment, claims, billing, and eligibility questions, including emailing/faxing documents to the carrier, entering information into the carrier website, completing carrier spreadsheets, or processing transactions over the phone with the carrier contact.
• Scrub all applications and identify situations requiring clarification that could adversely affect participant eligibility (missing information) and follow up with appropriate parties, including escalation if necessary.
• Resolve escalated issues such as urgent enrollments, unexpected pharmacy disputes, exception requests, complex claims, and billing situations, as well as other unplanned eligibility matters.
• Provide customers with information and advice necessary to make insurance decisions for their families and resolve issues on plan options and selections.
• Provide coaching and mentoring for all members of the Client Advocate Center team.
• Responsibilities also include Client Advocate Center Specialist duties as needed.

Qualifications

• Professional phone etiquette and a pleasant tone.
• Positive attitude and excellent verbal and written communication skills.
• Ability to thrive in a fast-paced environment without constant supervision and direction.
• Ability to accept both positive feedback and constructive criticism.
• Reliability and punctuality is a must.

Requirements

• Minimum three years of customer service experience required in a broker or insurance carrier setting; 5 years is preferred.
• Advanced knowledge of medical insurance and the ability to communicate information to customers.
• MS Office experience and computer savvy; able to navigate through different carrier websites without detailed training.

Benefits

• Base pay range of $23 to $25 per hour, dependent upon skills, education, qualifications, professional experience, and location.
• Eligibility for variable compensation, commission, and/or annual bonus based on individual and company performance.
• Health, wellbeing, retirement, and other financial benefits.
• Paid time off and overtime pay for non-exempt employees.
• Robust learning and development programs.
• Reimbursement of job-related expenses per company policy.
• Employee perks and discounts.