Call Center Advocate

Responsibilities:

TDC is seeking a qualified Customer Advocate who is responsible for working in a Call Center environment to assist members and physicians by responding to telephone and written inquiries in a prompt, accurate and objective manner. The Customer Advocate will spend approximately 90%-95% of the scheduled time on the phone according to business need.

Hours of Operation: (M-F) 9:00 am 6:00 pm (must be able to work any 8-hour shift within hours)

Training: (M-F) Time: TBD 7 weeks; Cannot miss anytime in training

After training: Must be able to work assigned 8-hour shift within the hours of operation

Requirements:

· Customer service experience

Data entry and/or typing experience

Preferred experience working with various lines of business, i.e., CDHP, Medicaid, Medicare, Wellness, and Disease Management

Interpersonal, verbal, and written communication skills

Analytical, organizational, and independent decision-making skills

Knowledge of medical terminology and anatomy

Proven ability to learn quickly and adapt to change

Experience managing large amounts of constituent inquiries and calls

Must have high speed internet, no satellite; Must have ability to connect wired connection to internet router

Dedicated, organized and secure virtual work enviorment

Description:

Utilize knowledge base resources to respond to constituent inquiries

Provide professional and courteous support of government benefit inquiries

Assist constituents in the navigation of government resources, portals, and applications

Provide timely escalation and reporting

Track and document all and client data into Customer Relationship Management (CRM) application

Meet Quality Assurance (QA) and other key performance metrics. Must have the ability and flexibility to come on site if having technical difficulties/Internet issues if needed.

Complete associated tasks according to the established guidelines.

Facilitate the fulfillment of caller requests for materials via mail, email, or download.

Escalate calls or issues to the appropriate designated staff for resolution as needed.

Facilitate translation services for non-English speaking callers according to procedures

Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems