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154710-1

154710-1

Pacer GroupCA, United States
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Position Title : Customer Service Advocate

Location : Remote - TX, CA

Schedule : 9 hour shift | 8 to 8 PST

Duration : 6 Months | Possibility to extend and / or convert to FTE (goal is to convert to FTE)

PAY RATE : $18-19.00 / hr

Note :

Training hours are 8am-4 : 30pm PT M-F. NO DAYS OFF DURING TRAINING. Training is approximately 7 weeks. Possible Saturday trainings. Hours after training will be anywhere between 8am - 8pm M-F. Time off policy will be explained during hire.

During training Cameras must be on and the Employee must be in front of the camera where we can see from their shoulders up.

Position Overview

Serves as the first line advocate responsible for resolving inquiries, issues, or concerns for members and / or providers. Utilizes multiple communication channels to deliver timely, accurate, and personalized support on routine complaints. This position operates in a high-paced contact center environment and requires active participation in monthly team meetings and monthly one-on-one sessions (camera on).

Education and Experience

Previous experience in a Call Center or Customer Service environment required.

Knowledge of Medicare and Medicaid / Medi-Cal

  • Equivalent experience may be considered based on accomplishments demonstrating applicable knowledge, duties, scope, and skill reflective of this position's level.
  • Experience in interacting and multitasking using multiple systems and programs simultaneously preferred.

Must haves : 6 months 1 year Calling or Customer Service skills

Nice to haves : Multi Tasking skills, Ability to think outside the box,

Disqualifiers : Can't give specific answer to a question where they just try to generalize the answer

Responsibilities

  • Receive and respond to routine member and / or provider inquiries, requests, and concerns accurately and promptly.
  • Mitigate and prevent complaints from escalating by resolving issues during initial contact. This may involve reaching out to other departments, provider offices, the billing unit, or pharmacy to resolve member concerns.
  • Resolve basic problems by assessing member or provider needs, identifying the cause, and determining if the issue should be routed to other departments for additional resolution.
  • Demonstrate a clear understanding of First Call Resolution (FCR) principles to achieve the best possible outcome for the issue at hand.
  • Maintain established performance, attendance, and quality standards based on contact center metrics.
  • Provide customer service via phone and email in a high-volume environment.
  • Accurately document all member or provider communications in the Customer Relationship Management (CRM) system, ensuring clarity on what was conveyed and actions taken.
  • Stay current with and adhere to quality standards, regulations, and policies to ensure consistency and compliance.
  • Perform other duties as assigned.

    • Comply with all company policies and standards.

    Skills :

  • Strong typing, documentation and computer skills. PROBLEM SOLVING
  • Fast speed internet
  • The ability to accurately understand and interpret both spoken and written information from customers
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    154710-1 • CA, United States

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