Medicare Client Services Specialist

General Description

Advocate Health Advisors is a health insurance organization that prides itself on maintaining the highest quality and compliance standards in the Medicare space. As a valued member of our Client Care team, you will provide exceptional support services to Medicare beneficiaries on behalf of agents. Your role will be pivotal in helping clients utilize their health plan benefits, navigate care, and remove barriers. This position not only enhances client retention but also improves satisfaction and health outcomes. The ideal candidate for this role will have a thorough understanding and experience with Medicare Advantage plans, including common issues members face and effective resolution techniques. They will possess a genuine passion for helping others and truly care about making a positive difference in the lives of everyone they encounter daily. The candidate should be highly comfortable working in a remote environment, excel in team collaboration, and demonstrate great self-initiative. Exceptional communication skills and strong problem-resolution abilities are essential for delivering outstanding customer service and satisfaction. This role involves interacting with multiple stakeholders on behalf of the beneficiary, including providers, case managers, health plans, and agents. Additionally, the candidate must be organized, able to multitask, and manage multiple retention projects as needed. By joining Advocate Health Advisors, you will be part of a fast-paced, growing organization that provides health insurance to thousands of Medicare-eligible consumers across the country through our national contact center.

Responsibilities/Roles

• Provide Customer Service assistance to Medicare beneficiaries in a remote environment over the phone: Help beneficiaries understand and effectively use their health plan benefits.
• New client onboarding: Support initiatives to onboard new clients smoothly.
• Issue resolution: Resolve challenges or issues faced by members efficiently.
• Advocacy: Advocate for plan members as needed.
• Problem solving: Apply problem-solving skills daily to deliver optimal resolutions.
• Escalation: Appropriately escalate unresolved or urgent customer grievances to the supervisor.
• Compliance: Operate within defined parameters of compliance and quality standards.
• Client rapport: Build rapport with clients and agents to ensure positive customer support interactions.
• Proactive engagement: Support client retention and satisfaction through proactive engagement.
• Collaboration: Collaborate with providers, case managers, health plans, and agents on behalf of beneficiaries.
• Project management: Manage multiple retention projects and multitask effectively.
• Peer engagement: Actively engage with peers to share best practices and contribute to a positive work environment. This includes participating in team calls to foster ongoing collaboration and sharing of best practices
• Actively Contribute to team trainings and a positive working environment
• Documentation: Record details of customer interactions, including inquiries, comments, and complaints.

Required Qualifications

• Active state insurance license – candidate must hold active Life and Health State License
• Associate degree or equivalent.
• 2 years minimum of call center/customer service experience, preferably within health care.
• Experience working with the senior population.
• Proficient in Microsoft suite – including Word, Excel, PowerPoint & Teams.
• Strong customer service orientation.
• Strong attention to detail.
• Capacity to multi-task.
• Effective verbal and listening communication skills.
• Positive attitude a must.
• Enjoys speaking on the phone with clients to deliver high quality customer care.
• Bilingual a plus: English/Spanish.

Job Type: Full-time

Pay: $18.38 - $20.39 per hour

Expected hours: 40.0 per week

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance
• Work from home

Education

* Associate (Required)

Experience

• Medicare Insurance: 2 years (Required)
• Customer service: 2 years (Required)
• Microsoft Office: 2 years (Required)

License/Certification

* Life & Health Insurance License (Required)

Work Location: Remote