Client Care Advocate


Job Number: 42134


Client Care Advocate


Job Description:

Our client is looking for a Client Care Advocate to join their team! The Client Care Advocate (CCA) is the first level and primary customer facing service interface for our customers. The position requires a high degree of customer service, problem solving, and communications skills and works under the direction and supervision of the Client Services Manager (CSM). This position is part of the Client Services organization and supports the company's clients and their employees, by resolving all service matters. The CCA also acts as a liaison with the insurance carriers for all matters relating to the servicing and maintenance of the company's client base. Typical functions for this role includes but are not limited to processing and answering customer requests for services and complaints, ensuring prompt resolution of problems, managing service response escalations both internally and from the various insurance carriers for employer/client health plans, and capturing all service related activities in the Benefit Point agency management software. The primary goal for the CCA role is to support the Client Service operations and effectively service and maintain the company's client relationships


Responsibilities:


  • Works directly with clients and employees to answer questions and resolve their issues.

  • Loads and maintains all service activities in Benefit Point.

  • Resolves enrollment and termination issues.

  • Acts as a liaison with insurance carriers to resolve claim issues, billing issues, and other service matters.

  • Provides members with assistance for appeals and other service matters.

  • Answers or escalates questions to obtain accurate answers related to legislation and benefit laws regarding HIPAA, COBRA, and FMLA.

  • Works with service teams and service team members to ensure continuity of work flow and processes between teams and to make sure adequate support, coverage and backup are in place at all times.

  • Maintains an assigned book of cases and stays in regular contact with all key client contacts to build solid relationships.

  • Proactively calls key contacts to check-in and for fact finding.

  • Assists with the training of new hires in their duties.

  • Prepares reports giving details of complaints and service requests on a monthly basis.

  • Shares new and unique information with other HUB service team members.

  • Maintains organized filing systems and timely submits all employee paperwork

  • All other duties and special projects as ass


Education Requirements:


  • Bachelor's degree, business or finance preferred


Desired Background/Skills:


  • Ability to operate both independently and in a team setting.

  • Must be organized with heavy attention to detail.

  • Must have a client service mentality with active listening skills and able to effectively communicate with our clients, team members, and management.

  • Proficient with using Microsoft Office products especially Excel, Outlook, and Word.


Qualifications:


  • Must have or be willing to obtain a North Carolina Life and Health Insurance Licenses within 60 days of employment

  • 1+ year of group health and employee benefits including ancillary coverage such as life, disability, and dental insurance is preferred.


Other Information:




    Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Posted
09/11/2021
Type
Full time
Location
Raleigh, NC 27601, US