Job Description

We have an outstanding Contract to Hire position for aParticipant Advocate - Call Center to join a leading Company located in the Rockville, MD surrounding area.

Pay Rate: $23 to 28/hr

The Participant Advocate will support, promote, and consistently deliver a premier participant experience at all times.  During each communication, sincere, empathetic, accurate, and efficient service will be provided.  All phone calls, email, and written correspondence with participants, key local union and single employer contacts, providers, vendors, and other participant advocates will be conducted with the utmost of courtesy and professionalism.

Job Responsibilities:  

• To obtain, accurately interpret, and maintain a thorough working knowledge of all Summary Plan Description provisions including multiple benefit schedules, as well as a clear understanding of the eligibility system, claim payment system, and the Reciprocity system (ERTS).
• Support, promote, and consistently deliver a premier participant experience.
• Respond timely and accurately to phone calls, e-mails, walk-in participants, and correspondence by answering questions; explain claim payments and reason for any claim denials; quote self-payment amounts; verify eligibility and/or benefits; research eligibility or claim issues; update eligibility with outside vendors. 
• Demonstrate honesty, integrity, compassion, and empathy in all interactions.
• Escalate all participant-related concerns to the appropriate individual(s) for timely and accurate resolution.
• Document all phone calls accurately and timely in the Customer Service module.
• Perform various clerical duties (i.e., enter enrollment forms; process working spouse forms, etc.). 
• Navigate and provide accurate information regarding the website.
• Monitor incoming calls and calls waiting via the call management system. 
• Pick up and handle messages from nightline. 
• Work on special projects as requested by Management.
• Other duties as assigned.

Basic Hiring Criteria:

• 1+ year of Call Center Customer Service experience.
• Must type a minimum of 40 wpm.
• High School Diploma required.
• Demonstrate initiative and the drive to serve others, learn, and succeed.
• Excellent written & verbal communication skills.
• Proficiency in MS Office is required. 
• Ensures timely arrival and consistent attendance in support of participants and the achievement of team goals. 
• Demonstrates the ability to manage all issues while maintaining a flexible, positive, caring, and cooperative demeanor. 
• Responds in a timely manner to operations leaders and stakeholders to facilitate informed decision-making. 
• Troubleshoots assigned issues, gathers evidence, and investigates all relevant information with participants, vendors, and internal departments to resolve the problem in a cooperative and collaborative manner.

Benefits offered vary by contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

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