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CSA - Customer Service Advocate HCP in El Paso, TX at HGS

Date Posted: 4/3/2018

Job Snapshot

Job Description

As a Customer Service Associate, you will help and work with customers and members to improve their health, well-being and sense of security. The primary role of Customer Service Advocate is respond to complex inquiries regarding benefits, billing, eligibility, coverage and other related information and provide solutions for customers, clients and health care professional via phone and email. Creative problem solving, critical thinking and empathy skills are essential. Professional interaction, active and passive listening skills and the ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries.

Principal Duties and Responsibilities:

  • Answer and handle telephone calls described in the call programs, to identify, process, and resolve inquiries
  • Research, document, and attempt to resolve all inquiries during the call
  • Identifies and resolves problems in a timely fashion following established guidelines and follows through to customer resolution
  • Responsible for documenting calls in the specific business system
  • Responsible to work cases assigned to agent to resolve members inquiries

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