Job Function

The Advocate represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support/computational tasks. Typically works on routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Skills Required

• Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members and providers

• Strong empathy skills to build rapport with the customers and impact customer satisfaction

• Computer literacy in order to navigate through multiple internal/external computer systems

• Ability to effectively participate in a multi-disciplinary team including internal participants

• Effective communication, verbal and organization skills

• Typing Speed: 25 wpm / 90% accuracy

• Strong attention to detail and complex problem solving skills.

• US Healthcare experience required.

• Familiarity with basic medical terminology and concepts used in US health insurance

• Effective communication, empathy and motivational skills

• Requires good oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills

• Clear written and verbal communication with CEF Level B2

Education

• High school diploma or equivalent

• Minimum Matric / Grade 12

Work Experience

• You are required to have 1 year of BPO experience – Voice in a similar industry.

• Desired to have knowledge on US health insurance or similar industry

• Customer service background

US Customer Service Advisor