Urgent Hiring CSRs for Healthcare Campaign. Earn up to 25K + Exciting Incentives!
2 to 4 Years
High School Graduates are Welcome
With Business Certificates
Established in 2007
7th Floor, Robinson's Cybergate Cebu, Fuente Osmeña, Don Gil Garcia St, Capitol Site, Cebu City, Cebu
Total vacancies for this job title: Over 50
Posted On: September 24, 2022
Job ID: 413422
Are you the kind of person who thrives in an environment driven to provide 5-star service in an extraordinary and responsive way? Do you push yourself to exceed expectations? Do you enjoy engaging in complex problem-solving?
What's in it for YOU?
Work and grow in a familial environment
Competitive salary package, benefits, and commissions
HMO + 1 FREE dependent
Can you see yourself:
Answering 80+ incoming phone calls a day?
Resolving customer needs in a single call?
Remaining calm and performing well under pressure?
Striving to receive ≥ 90% excellent reviews from all customers serviced?
Building relationships with internal and external customers that lead to exceptional customer experiences?
Consistently improving your customer service skills through leadership-provided coaching/mentorship?
If you answered “Yes” to all of the above, you should apply after reading the job description below!
The Customer Advocate serves as the front line advocate for participants on time-sensitive and sometimes complex inquiries by taking ownership, developing, and providing solutions and inquiries for plan participants related to employer-sponsored benefits, such as Flexible Spending Accounts, Health Savings Accounts, and Continuation of Health Coverage - COBRA. This role is equally challenging and rewarding, as this individual will be responsible for providing world-class customer service while being a subject matter expert and trusted advocate for plan participants. Must have the flexibility to work regularly scheduled hours
Customer Support hours are 7:00 AM - 8 PM CST, M-F, and 9:00 AM - 1:00 PM SAT CST. New Hires are required to work Saturdays. Bilingual a PLUS
Front-line advocate for participants on time-sensitive and sometimes complex inquiries by taking ownership, developing and providing solutions and inquiries
Educate participants on their benefits, and processes and guide through HSA investment platform to facilitate self-sufficiency on the system
Answer a high volume of calls, chats, or emails from plan participants regarding various aspects of their benefit plans
Proactive identification, elevation and execution of actions needed to resolve issues as they arise
Provide Tier One escalation support
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
Proactively recommend solutions and set appropriate expectations for participants
Provide accurate information to plan participants and internal business partners
Strive for first call resolution with all participant interactions including complaints and escalations
Display professionalism and be empathetic with participants during difficult times
Maintain compliance on all HIPAA guidelines and regulations without exception
Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
Complete other duties and special projects as assigned by management
CREDENTIALS & EXPERIENCE:
Associate’s degree, or 4 or more years of professional experience in a related field required
2+ years experience of multi-channel service experience, including the support of customer chats and emails in a contact center environment
2+ years of experience with CRM platforms and cloud-based technology (i.e. Zendesk, Amazon Connect), preferred
Demonstrated ability prioritize tasks with competing timelines and multiple dependencies, particularly during peak enrollment periods
History of meeting or exceeding quality and resolution standards while balancing productivity
Previous healthcare, benefits administration or insurance industry experience preferred, but not required
Bilingual a PLUS
Location: 7th floor, Robinson's Cybergate, Fuente Osmeña, Cebu City.