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
1001-5000 Employees
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

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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!

 

POSITION SUMMARY:

 

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

 

RESPONSIBILITIES:

  • 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.