[Hiring] Customer Advocate Level I @MedRisk LLC

Role Description

As a Customer Advocate, you will be supporting communication between MedRisk/SPNet’s network providers and referring adjusters and nurse case managers. You will report to the Customer Advocate Team Lead and/or Supervisor to help strengthen MedRisk/SPNet’s referral process, ensuring efficient workflow while increasing customer satisfaction.

Acting as a liaison, the Customer Advocate tracks patient progress from the start of treatment, throughout treatment, and through to closure by obtaining relevant case updates from providers, including but not limited to:

• Dates of service
• Compliance
• Treatment notes
• Continued authorization

They are responsible for maintaining the integrity of the case file and related documents and communicating professionally and effectively with the customer.

Qualifications

• Bachelor’s Degree preferred; impeccable customer service skills with 2-3 years of experience preferred
• Healthcare experience required; minimum of 1 year preferred
• Experience working with a US company (PH specific)
• Ability to work independently and multitask in a fast-paced environment
• Detail oriented
• Excellent verbal & written communication skills
• Basic knowledge of Microsoft Word, Excel, Outlook, and Teams
• Computer skills in Windows environment
• Time management and strong organizational skills
• Adaptability
• Ability to receive constructive feedback
• Strong work ethic

Requirements

• Manage claims and monitor case status by confirming patient attendance with network providers, and addressing any concerns regarding compliance
• Properly update all case related data to MedRisk’s database/platform
• Track and relay authorization to our providers as directed by the clients with confirmations to the adjuster and NCM
• Be knowledgeable regarding the client’s unique needs and respond appropriately
• Build approachable, professional relationships with providers and referring customers
• Compliance with HIPAA and URAC guidelines
• Employee is expected to work a minimum of 48 tasks daily

Competencies

• Customer Focus
• Comprehensive Computer Skills
• Listening
• Informing
• Action Oriented
• Ethics and Values
• Priority Setting
• Integrity and Trust

Working Conditions & Physical Requirements

• Office & Home environment
• While mostly sedentary, the job includes walking, standing, sitting, possible twisting, kneeling
• Visual acuity (color, depth perception and field of vision)
• Substantial movements (motions) of the arms, wrists, hands, and/or fingers
• This position requires consistent communication both verbally and electronically
• Candidate must be able to utilize exceptional verbal and written communication skills