Customer Service Representative

Job Title: Customer Service AdvocateDuration: 2 Months (Possible extension)Shift: Anywhere between 8 Am to 8 PM PST (9 hour shift)Location: Remote in PSTOverview:As a Customer Service Advocate, you’ll be the first point of contact for members, helping them understand their benefits, resolve issues, and make a real difference in people’s lives.Day to Day Duties:This is a full function call center role that goes above and beyond just answering incoming calls. The goal is to help achieve what the member’s needs, so they do not have to call back for the same question. This requires additional investigation during and after a call has ended and following through to ensure the members’ questions are being answered and completed correctly. Will require multi-tasking with multiple systems, databases and link resources.Incoming calls depend on business needs, no set amount as quality is the importance for this particular call center teamAnswer incoming healthcare contact center calls from members regarding benefits eligibility/claims statusGather and verify demographic information and document calls using standard computer software and systemsUse tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating proceduresUse verbal and written communication strategies to effectively elicit information, gain confidence from caller and provide reassuranceAnswer inbound call and make outbound calls according to department policies and proceduresUse active listening skills and interviewing techniques to accurately identify caller’s presenting concerns