DVS is seeking top talent for our Customer Advocate Role in our Customer Service Division!
At Disabled Veteran Solutions, you're not just part of a company; you're also a valued member of a diverse and inclusive team. Although our corporate office is in Erie, PA, our employees can work in the comfort of their own home while impacting individuals throughout the country. As a Health Care Advocate, you'll take as many as 50-70 calls per day from customers who have questions about their benefits. You will use your personality and our tools to help them through the benefits available to them. This is no small opportunity to make a big impact in the lives of others! This position is full time Monday through Friday (40 hours/week) Employees are required to have flexibility to work any of our 8-hour shift schedules during normal business hours of 8am-8pm EST. To attract and retain the best talent, we reward our team members with competitive salaries and comprehensive benefits package.
You will have a host of people to support you as you utilize various platforms to actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer possible solutions, by using knowledge of company products, services, and policies to assist customers with, inquiries, complaints, or problems.
Background checks are required and orientation will occur during the hours of 8 AM - 5 PM EST Monday through Friday for the first 7 weeks.
This role is equally challenging and rewarding. You'll be called on to research complex issues pertaining to the caller's health, status, and potential plan options. To do this, you'll need to navigate across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
Specific Duties and Responsibilities:
Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
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
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
Assist customers in navigating the member website, and other websites while encouraging and reassure them to become self-sufficient
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
- Detail Orientation
- Values Diversity
- Nimble Learning
- Job-Specific Knowledge
- Customer Focus
- Cultivates Innovation
- Optimizes Work Processes
- Instills Trust
- Ensures Accountability
- Decision Quality
- High School Diploma or a minimum of one year experience in insurance operations required..
- Proficiency with word processing and spreadsheet software and required.
- Must be able to work a schedule commensurate with department hours. Follows clients holiday schedule.
- Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
- Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
- Sales or account management experience
- Customer Service Experience