Customer Service Advocate II

Sunshine Health is a diversified, national organization seeking a Customer Service Advocate II. The role focuses on resolving routine inquiries and providing personalized support to members and providers, ensuring high-quality service in a fast-paced contact center environment.

Responsibilities:

• Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members and/or providers
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations
• Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
• Mitigates and prevents complaints from being escalated to resolve in initial contact
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Provides support on various member or provider issues to ensure customers receive high-quality service
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
• Performs other duties as assigned
• Complies with all policies and standards

Requirements:

• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
• 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 interacting with members and/or providers in a contact center environment
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Complies with all policies and standards
• Experience interacting with members and/or providers in a contact center environment preferred
• Bilingual Spanish is highly preferred
• Experience in a call center, healthcare, and proficient in Microsoft Suits is preferred