Customer Experience Advocate I (Remote Available after Onsite Training)
About the position Responsibilities • Deliver an excellent customer experience for member, provider and other stakeholder inquiries via telephone in a contact center environment. • Adhere to a structured schedule and meet quality, attendance and production standards. • Strive to provide first call resolution and de-escalate calls as necessary. • Apply customer engagement philosophies and personality-based resolution techniques to all interactions. • Ensure information about Wellmark's products and services is clearly communicated. • Advocate value-based customer experience by handling calls relating to health benefits, claims payment, etc. • Develop and maintain positive relationships with members, providers and other stakeholders. • Ensure customer records are processed and updated timely and accurately. • Analyze and resolve claim-related inquiries and processing. • Promote and educate on self-service tools appropriately and accurately. • Engage and participate in team meetings, chat, corporate meetings, etc. • Promptly follow up on all inquiries and document resolutions. • Document the type of contact, reason for the inquiry, and other tracking codes. Requirements • High School Diploma or GED. • A minimum of one year proven experience engaging with customers. • Experience in customer-centric role(s) with demonstrated ability to proactively develop professional customer relationships. • Computer literacy - basic computer skills. • Professional verbal and written communication skills; attention to detail. • Good judgment and proven problem-solving skills. • Ability to resolve issues and conflicts in a professional manner. • Ability to adapt to an ever-changing work environment; ability to multitask and manage time. • Basic math skills, including subtraction, addition and multiplication. • Willingness to be trained on additional market segments. Nice-to-haves • Associate degree. • Demonstrated experience working within specified time constraints. • Prior experience and/or knowledge in health insurance or related industry. Benefits • An opportunity to work remote, upon meeting performance expectations. • A strong focus on optimizing the customer experience. • A culture of respect, diversity, inclusion, and commitment to our community. • Access to a fitness facility, health programs, education, and services. • An opportunity for career advancement. • Exceptional employee benefits, rewards, and growth opportunities. • Best-in-class tuition assistance program.