Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!
2024:
Excellence in Customer Service Awards: Organization of the Year (Small)
Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)
BASIC FUNCTION
Responsible for assisting members in navigating the healthcare system by answering a variety of incoming calls and responding to members healthcare questions and issues; determine appropriate resolution to assist members based on their needs; transfer calls outside scope of responsibility to appropriate internal or external resource; verify/Collect appropriate demographic information and update in appropriate system
MAJOR JOB ACCOUNTABILITIES
Service Functions
Assist members in navigating the healthcare system by answering a variety incoming calls and responding to members healthcare questions and issues while ensuring adherence to department and corporate policies and procedures
Connect with members by phone and quickly develop a rapport to help the individual to navigate their benefit choices and options
Determine appropriate resolution to assist members based on their needs
Transfer calls outside scope of responsibility to appropriate internal or external resource
Process calls in specific queue (e.g., triage, biometric, etc.) based on assignment
Verify/Collect appropriate demographic information and update in appropriate system
Follow-up with members, providers, insurance carriers and other vendors ensuring adherence to established policies
Exercise exceptional customer service skills in an effort to optimize each contact with the member
Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
Know and support approved departmental and corporate policies and procedures relating to benefit issues
Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA)
Research Assistance
Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
Follow research through until resolution
Document all issues thoroughly maintaining department files
Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
Team Interfaces/Customer Service
Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Cooperate with team members to meet goals or to complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all internal/external customers, team members and department contacts with
dignity/respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Mental and Physical Requirements
This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers
The nature of the work in this position is sedentary and the incumbent will be sitting most of the time. *Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day
Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day
Related Duties as Assigned - -
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
Consequently, job incumbents may be asked to perform other duties as required
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
Please contact your local Employee Relations representative to request a review of any such accommodations
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Education
High School Diploma or G.E.D
Associate's degree from an accredited college or university with major course work in business administration, liberal arts, healthcare or a related field preferred.
Experience
Minimum of one year customer service experience required.
Other
Basic Knowledge of MS Word and Excel required
Must score acceptably on job related testing
Ability to pass standardized interview
Based on assignment may need to be bilingual in English, Spanish, etc.
A successful incumbent in the job will be able to demonstrate the following skills and abilities:
Strong communication skills and phone etiquette
Strong ability to explain complex issues to employees/retirees
Highly effective listening skills
Strong problems solving/issue resolution skills
Excellent customer service and customer resolution skills
Organizational and administrative skills
Ability to work in a team environment
Company Overview
Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate https://www.healthadvocate.com/site/
Facebook https://www.facebook.com/healthadvocateinc/
Video https://vimeo.com/386733264/eb447da080
Awards:
2023:
2022:
2021:
2020:
Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
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