Customer Service Advocate I Position Available In Richland, South Carolina

Description Magnit Req ID#: 36007489Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.

• 65% Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries.
• 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.
• 10% Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.
• 5% Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
• 5% Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Description:

Our Customer Service Advocates spend their days partnering with our customers and taking a holistic approach to address their concerns and solve any problems they encounter completely and proactively. Customer Service Advocates are empowered to use many tools to achieve this goal and can walk our customers through the details of their benefit plan, claims processes, and their rights as customers of our plan. Additionally, our Customer Service Advocates can leverage a wide array of value-added benefits available to our customers to ensure that their customer experience is positive and – most importantly – easy. During a typical day, a Customer Service Advocate may assist one customer with scheduling a doctor appointment, another with appealing a claim denial, another with explaining how their chiropractic benefits work, and another navigate all of the tools available to them to help manage their recent diabetes diagnosis. We don’t want to see short tenure or “job hopping”

Soft Skills:

Communication, both written and speaking, to adequately support and assist our members/providers. Empathy to recognize and resolve any concerns or problems our members may have. Adaptability to perform different tasks that are central to the role (i.e. claims processing, benefit explanation, research, etc). Detail Oriented – to be able to be organized and able to complete tasks as assigned. Critical Thinking – to be able to adequately work through complex issues. Multi-tasking so that workflow is as efficient as possible Additional Skills & Qualifications

PREFERRED/NICE TO HAVE

skill sets/qualities:

Experience:

Prior experience in inbound call center. Prior healthcare/health insurance experience. Proficiency with call-center/customer service software/applications (CRM’s, CSM’s, etc). Prior experience in hospitality industry (hotels, food and beverage, etc)

Required Education:

High School Diploma or equivalent

Required Work Experience:

None Preferred Education:

Associate Degree Preferred Work Experience:

2 years-of customer service or call center experience.