Customer Advocacy Specialist - Remote

The Customer Advocacy Specialist serves as a critical subject matter expert (SME) role in driving resolution for internal or external issues and/or complaints. If you have a strong background in customer service and problem-solving, we would love to have you on our team!

As a Customer Advocacy Specialist, you will de-escalate and resolve issues with a high level of independence. This role also assists the Supervisor and Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. You will also work cross-functionally to identify areas of opportunity/performance improvement and recommend solutions.

Schedule: Monday- Friday, 11:30AM- 8:00PM EST

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.
• May also serve as a back-up in production.
• 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

You should apply if you have:

• High School Diploma or the equivalent.
• 3 years' experience in a Customer Service Representative (Inbound Contact Center) role in the healthcare/medical field.
• Experience with resolution management: handling escalations, analyzing and solving customer problems. 
• Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment.
• 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 $19.50 / 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

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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.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.