Delivers education and information to members and/or providers on behalf of the customer service team
Facilitates the reach outs via outbound calls to provide providers with timely, accurate, and personalized support
Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns
Escalates calls in the event providers are unable to deliver solutions
Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
Maintains performance and quality standards based on established contact center metrics
Expands knowledge on primary market and/or plan
Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance

Requires a High School diploma or GED
Requires 1 – 2 years of related experience
May require vocational or technical education in addition to prior work experience
Experience in a contact center environment preferred

Customer Service Advocate II – Outbound

Key skills