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SalaryOverview:
Location – 100% Remote
Start Date – Monday, May 6th 2024
Responsibilities:
#IDCC
The Customer Advocacy Specialist incumbent serves as a critical subject matter expert (SME) role in driving resolution for internal or external issues or complaints. He or she will be able to de-escalate and resolve issues with a high level of independence. This role assists the Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Candidate to work \cross-functionally to identify areas of opportunity/performance improvement and recommend solutions.
Location – 100% Remote
Start Date – Monday, May 6th 2024
Training & Nesting Period – 4 to 6 Weeks
Training & Nesting Hours – Monday – Friday 9:00am – 5:30pm EST
Training & Nesting Hours – Monday – Friday 9:00am – 5:30pm EST
Available Shift After Training & Nesting: Monday - Friday 11:30am-8:00pm EST
Responsibilities:
In this role you will:
- Act as main point of contact for escalated calls and requests
- Adhere and meet service level agreements and performance goals as set by the clients
- Monitor and/or complete production, as applicable
- Manage payer, provider and patient complaint resolution.
- Work with supervisors drive efficient case handling and quality.
- Work with supervisors to create efficient work plans and trending root cause.
- Support cross-functional process improvement efforts and provide feedback to other business partners.
- Perform other duties as required or assigned.
SECONDARY RESPONSIBILITIES
- Respond to calls/e-mails in a timely manner
- Be proficient with entering information into CART system
- Projects/spreadsheets – across all operations
- Act as a resource for Customer Service Representatives, line staff-research process issues
- Monitor sensitive State Reports
- High School Diploma or the equivalent
- 3 years of experience in an Operations/Production support role.
- Basic computer skills and data entry with speed and accuracy is required.
- Knowledge of department systems and processes, CareCentrix business protocols, and regulatory compliance (preferred).
What we offer:
- Starting Pay for external hires is $19.00 / per hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
- Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
- Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
- Advancement Opportunities, professional skills training, and tuition /exam reimbursement
- PayActiv - access earned income in between pay checks
- Walgreens Discount - receive up to 25% off eligible items
- Great culture with a sense of community
CareCentrix maintains a drug-free workplace
#IDCC
We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
