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Customer Advocate

Posted: September 21, 2023
Salary:Up to US$18.50 per hour
Location:Kansas City
Job type: Contract
Work Location:On-site

Job description

Pay: 18.50 - lots of opportunity for growth within this company.

Location: Downtown Kansas City, onsite position

*Must have reliable transportation*

Full time

This position is contract to hire, the individual will be on contract with Medix for the first 520 hours with the opportunity to move on permanently with the company upon completion of the contracted hours.

Start date - October 23rd

*Drug and nicotine screening required before starting*

  • Training (first 4 weeks): 8a-5p

  • After the first 3 months, all employees work a rotation schedule where they work either 1 late shift (11:30a-8p) or 1 weekend shift. Rotation usually comes down to 1 of these shifts/month. Late and weekend shifts can be worked at home. These are also scheduled 4-6 weeks in advance.

  • Employees who have the highest numbers get first preference when it comes to the rotational schedule

Job Profile Summary

The Customer Advocate position is responsible for responding to a variety of inquiries from members and their dependents, hospitals, providers, attorneys, and agents. The incumbent will need to interpret multiple contracts in response to benefit and claim inquiries. Research membership database and billing history to resolve membership issues.

    • Provides a high degree of customer service including receiving and responding to telephone calls, letters, or walk-in customers.
    • Educates and works with members at different health literacy levels with cultural sensitivity.
    • Enters record of inquiries and related correspondence in computerized tracking system.
    • Research applicable medical policy and corporate, divisional, and department policies and procedures. Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance, when possible, within first call
    • Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.)
    • Maintains confidentiality of all regulated information in compliance with state and federal laws.
    • Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to the audience.
    • Recognizes trends or common issues and raises to leadership, as necessary. Provides solution options as appropriate.
    • Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner.
    • Delivers positive customer and member experience on a consistent basis
    • For FEP positions must complete additional FEP training program for FEP system and procedures.
    • Provides resolution with a service level that ensures members and customers feel valued and understood

Minimum Qualifications

  • High school diploma or general education degree (GED).
  • 2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience
  • Advanced Keyboarding Knowledge
  • Intermediate knowledge of Microsoft Office