Customer Experience Advocate

Role Overview

Join a team that’s passionate, supportive, and fun as a Customer Experience Advocate, handling calls and emails with professionalism, resolving issues in one contact, and ensuring every interaction leaves a positive impression.

What You Will Do

Handle pilot line calls and email communications, manage and authorize payment on claims, communicate with claimants, employers, and medical professionals, and provide excellent customer service and industry knowledge.

Why It Might Be a Fit

You’ll love this role if you love helping people and thrive in a fast-paced environment, bringing your energy, empathy, and A-game.

Requirements

• Responsible for pilot line calls and email communications resulting in reactionary responses within the claim.
• Manages and authorizes payment on claims while meeting all service, timeframe, and productions standards.
• Communicates with claimants, employers, and medical professionals to gather information regarding eligibility, benefit authorization, and ongoing management of benefits.
• Applies the appropriate contractual provisions, case management resources, and claim processes to ensure eligibility requirements and liability decisions are accurate.
• Responsible for de-escalating calls submitted by Absence Specialists.
• Responsible for providing excellent customer service and industry knowledge to inquiries.
• Assists in the training of new employees as needed.
• Performs other duties as assigned.