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The Customer Advocate will assist both internal and external customers to research and resolve escalated issues. The Customer Advocate will provide telephonic assistance to members and representatives of healthcare providers, groups and associated health plans. The Customer Advocate will use Avesis systems applications and reference resources to investigate, analyze, and resolve caller inquiries with a focus on fully responding to and anticipating other information they may need. The goal of each interaction is to fully resolve the callers’ expressed and other potential information needs on that call and to achieve superior customer satisfaction. The Customer Advocate is also responsible for monitoring recorded customer service telephone calls handled by Customer Service Representatives (CSRs)in the call center, evaluating the CSR performance, and coaching to improve. The Customer Advocate will base their evaluations of calls using defined quality criteria and record them on a standardized evaluation form. Following the applicable period of training and skill development, the Customer Advocate will be expected to adhere to call center schedules and to achieve defined productivity and quality performance standards.

Essential Job Functions:

• Resolving escalated inquiries and concerns referred by customer care agents, team leads, supervisor, and management.
• Consistently following prescribed procedures and policies for assisting callers and documenting each customer service encounter.
• Understanding and skillful use of Avesis’ telephone system, customer service and related applications, on-line reference tools, and other resources used by Customer Service.
• Adhering to published work schedules and adjusting to work schedules/shifts as needed.
• Adapting to procedural and policy changes as published and according to training delivered.
• Achieving Customer Advocate performance objectives relating to productivity, quality, skill development and schedule adherence.
• Responding and resolving emails sent to the Customer Advocate Group.
• Handle daily web inquiries received for both government and commercial LOBs.
• Providing assistance to CSRs regarding complex inquiries from providers and members.
• Assisting the call center with incoming calls as needed.
• Engaging the Lead CSR or Supervisor according to call escalation procedures and policies.
• Use of Avesis systems applications and reference resources to investigate, analyze, and understand various types of customer service caller inquiries and work in concert with Supervisors and Leads to develop recommended ways in which CSRs can best manage and record them.
• Monitoring CSR calls handled using recorded calls and side-by-side monitoring.
• Provide coaching to CSRs to assist in improving their customer service skills according to prescribed frequency and selection criteria.
• Conduct quality reviews in cooperation with Supervisors and Team Leads to ensure that guidance provided CSRs is consistent and in accordance with Operations department guidance.
• Maintain consistent records of quality monitoring completed by individual CSR name and team groups and track the results for potential performance trends or specific issues.
• Other duties as assigned.

Requirements:

• High school diploma or GED high school equivalency certificate
• 2+ years in customer service
• 6+ months of experience in a quality coaching role is a plus
• Extensive knowledge of Avesis policies and procedures is a plus
• Excellent verbal and written communication skills
• Strong customer service skills and proven success in de-escalating upset callers
• Strong critical thinking & analytical skills
• Demonstrated problem solving skills
• Must be fully meeting all current metrics
• Proficient windows-based computer skills and skill in navigation and use of Microsoft Office applications
• Strict adherence to HIPAA-related and company information confidentiality standards
• Excellent written and verbal skills

FLSA Status: Hourly Non-Exempt

Hourly Range: $15.19 - 23.72

How to stay safe:

Avesis is aware of fraudulent activity by individuals falsely representing themselves as Avesis recruiters. In some instances, these individuals may even contact applicants with a job offer letter, ask applicants to make purchases  (i.e., a l