Customer Care Advocate I

How YOU will make a Difference:

As a valued member of our Customer Care team, you will respond to customer incoming phone calls and written inquiries; from clients, providers and members inquiring about eligibility, benefits, and the status of claims. Quickly research and troubleshoot inquiries delivering information to callers that helps them better understand and utilize their benefit plans. Play a key front-line role in our mission to revolutionize customer service in the Healthcare industry.

This position requires being able to work a shift from 9:30am-6:15pm PST.

What you will do:

• Be a 'Trusted Advisor' for our members
• Serve our Members, Providers, Brokers and Clients by quoting accurate Eligibility, Benefit, Claim Status via call and written communication
• Advocate for callers by working with internal and external stakeholder to report, resolve inquiries, and prevent them from reoccurring
• Follow-up with callers timely to ensure customer satisfaction
• Listen for understanding in order to competently address questions on an array of topics
• Maintain a personable, courteous, and professional demeanor at all times
• Strive for first call resolution by applying your ability to "think outside the box" and taking true ownership of the customer experience
• Perform multiple tasks and navigate multiple systems to investigate and respond to our customer needs.
• Apply organization and written communication skills to quickly document phone conversations, noting key themes and resolutions
• Proactively raise recurring issues/questions with management for further review
• Own your personal development to achieve job proficiency and meet performance goals

Knowledge, Experience, and Key Attributes needed for Success:

• 1+years of experience providing superior service in a call center environment or providers office, preferably in the healthcare industry
• High school diploma or equivalent
• Knowledge of medical, vision and dental terminology preferred
• Knowledge of customer service ethics, principles and procedures
• Strong verbal, written communications skills and analytical abilities
• Extensive keyboarding skills, including the ability to talk and document simultaneously
• Attention to detail and accuracy
• Proven ability to work independently and in a team environment
• Basic proficiency using Microsoft Office: Word, Excel, Instant Messaging and Outlook
• Ability to multitask including being able to maintain the flow of a conversation while typing 40+ WPM
• Bilingual (Spanish/English) skills a plus

Compensation
The base salary range for this position in the greater Seattle area is $22-24/hour for level I with a $1/hr Bilingual shift differential and varies dependent on geography, skills, experience, education, and other job or market-related factors. While we are looking for level I, we may consider level II for highly qualified candidates with a base hourly range of $24-$25.88 per hour with a $1/hr Bilingual shift differential. Performance-based incentive bonus(es) is available. In addition, HMA provides a generous total rewards package for full-time employees that includes: seventeen (IC) days paid time off; eleven paid holidays, one paid personal and one paid volunteer day; company-subsidized medical, dental, vision, and prescription insurance; company-paid disability, life, and AD&D insurances; voluntary life insurances; HSA and FSA pre-tax programs; 401(k)-retirement plan with company match; wellness incentive and reimbursement; remote work and continuing education reimbursements; discount program; parental leave; and a charitable giving match. For more information about HMA, visit www.accesshma.com.

Disclaimer: The salary, other compensation, and benefits information are accurate as of this posting date. HMA reserves the right to modify this information at any time, subject to applicable law.

How we Support your Work, Life, and Wellness Goals

We offer a comprehensive total rewards package including: competitive pay; annual incentive; medical, dental, and vision insurance; 401K retirement plan with match; generous PTO and holidays; an onsite gym facility; a gym subsidy; Life, AD&D, Short-Term and Long-Term Disability Insurances; an Employee Assistance Plan; free parking and easy freeway access to I-405 and I-520; a well-stocked kitchen on-site with subsidized snacks and refreshments; year-round wellness activities; the ability to earn a $500 wellness incentive; monthly events; paid volunteer hours and more!

HMA requires a background screen prior to employment.

Protected Health Information (PHI) Access Healthcare Management Administrators (HMA) employees may encounter protected health information (PHI) in the regular course of their work. All PHI shall be used and disclosed on a need-to-know-basis and according to HMA's standard policies and procedures.

HMA is an Equal Opportunity Employer