The Benefits Support Advocate (Health Concierge) is directly responsible for helping meet and exceed client expectations by supporting our clients and their employees with our best-in-class HR software and services. As a Health Concierge you will answer incoming calls and chats from customers about their employer's benefits plans, including educate and advise callers on their benefits, the system, and all related processes, process enrollment related transactions and take ownership of issues through resolution, research customer requests and follow up with customers as needed and troubleshooting issues. In addition, you will document information into a client system to track customer interactions and solutions.
* 20-30 calls daily, 8-9 minutes on average per call (there will be a call guide to reference for client specific information)
* Understand reason for call (when is their annual enrollment date, dependent information)
* Collect information to authenticate call
* Advocate for employee on the phone
* Reference client call guides: There will be a call guide for each client
* Create case for new callers and log information
* 90% of calls answers can be answered on call guide
* 1-year Call center customer service experience (high volume environment) or hospitality/retail customer service experience
o IF no call center experience, ensure they are comfortable sitting in a chair all day, take breaks at scheduled times
* Windows 10
* Microsoft office
* Computer-literate -- able to manage multiple monitors & able to pick up new systems (ability to demonstrate that they have learned/mastered learning multiple systems)
* Positive attitude and ability to communicate effectively with all levels
* Strong problem solving skills and customer first mentality
o Ability to multi-task, listen, probe, research
* Comfortable in a fast-paced/high volume environment
* High School degree
* Minimum internet speeds: 25 MB download speed and 3 MB upload speed (as measured by speedtest.org)
o Need to be hard wired in
* Quiet work from home set up without distractions
* Employee benefits/provider services experience, healthcare, insurance, claims
* COBRA/Retiree processing experience (huge plus)
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.