Provider Customer Advocate - Hybrid
- Temple, TX
- Permanent
- Full-time
- To be considered, please ensure you live within a reasonable commuting distance of Temple, TX
*** If selected, the onsite training hours will be from 8am to 5pm Mon through Fri, for 8 weeks in total
**** Upon completion of training, you will work a total of 40 hours per week and your 8-hour shifts will be scheduled anytime between 7am and 5pm, Monday through FridayAbout UsHere at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.Our Core Values are:
- We serve faithfully by doing what's right with a joyful heart.
- We never settle by constantly striving for better.
- We are in it together by supporting one another and those we serve.
- We make an impact by taking initiative and delivering exceptional experience.
- Eligibility on day 1 for all benefits
- Dollar-for-dollar 401(k) match, up to 5%
- Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
- Immediate access to time off benefits
- Under general supervision, communicates to Members and Providers policies, procedures and services of the Plan to ensure complete knowledge of the Plan. Helps Members with access to the Plan system, and helps members pick an appropriate physician, and help with appointments.
- Must adhere to call handling goals of 80% of calls answered within 30 seconds. Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements. Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored. Helps and meets schedule adherence goals based on department policy successful completion of proficiency testing following initial Advocate training.
- Serves as a primary contact for benefits, claims status and simple drug inquiries for Personal Plans with working knowledge of other products, based on first contact resolution guidelines. Verifies demographic information on all inquiries and updates the Plan system.
- Helps Members with concerns and effectively works toward a resolution before the concern escalates to a complaint.
- Accesses appropriate sources to obtain benefit information requested by Member and Providers.
- Acts as liaison between Members, Providers and billing offices, with follow through to resolve issues.
- Accurately documents phone log records for each inquiry with appropriate messaging based on department standards.
- Requires successful completion of proficiency testing following initial Advocate training.
- Must successfully complete Customer Service training and successfully pass proficiency exam to maintain CSA position.
- Must successfully complete spelling, grammar and basic computer skills testing during job interview.
- Must be proficient in typing and basic computer skills.
- Perform well in a fast-paced, stressful routine work environment.
- Must have good phone etiquette and uses effective communication skills (both verbal and written).
- Must be familiar with policies, procedures and new products offered by Marketing and completes training as required.
- Must be able to multi-task.
- Must be knowledgeable in public relations with a diverse customer base.
- Must be able to problem solve and act as advocate for the customer.
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - 1 Year of Experience