Customer Experience Advocate I (Remote Available after Onsite Training)
About the position
Responsibilities
- Deliver an excellent customer experience for member, provider and other stakeholder inquiries via telephone in a contact center environment.
- Adhere to a structured schedule and meet quality, attendance and production standards.
- Strive to provide first call resolution and de-escalate calls as necessary.
- Apply customer engagement philosophies and personality-based resolution techniques to all interactions.
- Ensure information about Wellmark's products and services is clearly communicated.
- Advocate value-based customer experience by handling calls relating to health benefits, claims payment, etc.
- Develop and maintain positive relationships with members, providers and other stakeholders.
- Ensure customer records are processed and updated timely and accurately.
- Analyze and resolve claim-related inquiries and processing.
- Promote and educate on self-service tools appropriately and accurately.
- Engage and participate in team meetings, chat, corporate meetings, etc.
- Promptly follow up on all inquiries and document resolutions.
- Document the type of contact, reason for the inquiry, and other tracking codes.
Requirements
- High School Diploma or GED.
- A minimum of one year proven experience engaging with customers.
- Experience in customer-centric role(s) with demonstrated ability to proactively develop professional customer relationships.
- Computer literacy - basic computer skills.
- Professional verbal and written communication skills; attention to detail.
- Good judgment and proven problem-solving skills.
- Ability to resolve issues and conflicts in a professional manner.
- Ability to adapt to an ever-changing work environment; ability to multitask and manage time.
- Basic math skills, including subtraction, addition and multiplication.
- Willingness to be trained on additional market segments.
Nice-to-haves
- Associate degree.
- Demonstrated experience working within specified time constraints.
- Prior experience and/or knowledge in health insurance or related industry.
Benefits
- An opportunity to work remote, upon meeting performance expectations.
- A strong focus on optimizing the customer experience.
- A culture of respect, diversity, inclusion, and commitment to our community.
- Access to a fitness facility, health programs, education, and services.
- An opportunity for career advancement.
- Exceptional employee benefits, rewards, and growth opportunities.
- Best-in-class tuition assistance program.
