Customer Care Advocate IA - Rochester

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Thank you for your interest in our Customer Care team. Due to the volume of applications we receive, we review all applications in the order in which they were received.

If you are chosen to move to the next step in the process, you will receive a Video Assessment from recruiti

The Customer Care (CC) Advocate resolves customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email concerning, but not limited to, contract benefits, claim payments, and enrollment in accordance with MTM, Corporate Service strategy, NCQA, and legislative requirements. The B version of this role requires the individual to speak Spanish fluently.

• Provide professional, efficient, and timely service to customers and business partners to enhance satisfaction and retention, exercising tact, patience, and professionalism.
• Document, research, interpret, and respond to inquiries concerning products, services, and policies in accordance with relevant regulations.
• Utilize appropriate resources to resolve inquiries accurately and efficiently, aiming for quality and First Contact Resolution.
• Engage in outreach related to claims, onboarding, retention, provider inquiries, and complex issues.
• Adapt to changes and take ownership of issues, demonstrating accountability.
• Participate in meetings, training, and development activities.
• Be knowledgeable and enthusiastic about the company and its offerings.
• Identify issues impacting the customer experience and follow through on resolutions.
• Develop effective internal relationships for improved communication and collaboration.
• Share ideas and solutions for process and system improvements.
• Uphold high standards of integrity, supporting company values and privacy policies.
• Maintain reliable attendance and perform other assigned functions.

We include multiple levels of classification based on knowledge, skills, and independence, with opportunities for development and promotion.

• High School diploma or equivalent.
• Customer service experience preferred.
• Entry level, duties under close supervision.
• Attended all required training.
• Bilingual English/Spanish required for B version.
• Ability to multi-task and navigate multiple computer programs.
• Effective communication and organizational skills.
• Completed training on at least one part of Scheduling unit.

• Rating of “Performing” or above on the Agent Dashboard for at least 9 months.
• Completed training on all parts of scheduling unit.
• Ability to resolve complex issues with minimal guidance.
• Advanced system skills and expanded communication channels.
• Ownership of issues with minimal supervision.
• Specific training and performance requirements for Dental & Medical Intake Units.

• Rating of “Performing” or above for at least 10 months.
• Self-sufficient in resolving complex issues.
• Mentoring and supporting new hires and peers.
• Additional tasks as assigned by management.
• Global thinking and proactive initiative.
• Note:
  
  No Level III for Dental & Medical Intake Units; progression requires moving to Commercial Unit.

• Work in a traditional office environment.
• Timely arrival and meeting performance metrics.
• Ability to sit and work at a computer for extended periods.
• Ability to travel across the enterprise.
• Regular talking and hearing required.

Our company values diversity and inclusion, reflecting the communities we serve, and fosters an environment of respect and innovation.