Customer Advocate Team Lead

Description

At HealthFund Solutions, we are an advocate for the uninsured and the underinsured patients and a partner to hospitals and healthcare providers.

With decades of experience in the healthcare field, we observed a rising need to help a percentage of the population that continues to grow every day—those living without health insurance. Through sponsorship programs, Medicaid screening and premium monitoring, we empower patients to get the coverage and care they need to get back on their feet.

Reporting to the Call Center Manager, the Customer Advocate Team Lead will perform a wide range of administrative and office support activities for our corporate office.

Benefits:

• Medical, Dental, and Vision Insurance
• Life Insurance
• Short-Term and Long-Term Disability
• Critical Illness & Accident Plans
• 401(k) with up to 4% employer match

Responsibilities: 

• Answer patients and clients via the Online Chat Assistance
• Monitor daily workflow and provide real-time assistance during high-volume periods.
• Identify training gaps and recommend areas for refresher or advanced training.
• Support the onboarding process for new hires by assisting in initial training and follow-ups.
• Audit a set number of accounts weekly for accuracy, professionalism, and adherence to procedure.
• Bring recurring Advocate concerns or workflow issues to the Manager’s attention.
• Assist with outbound call assignments, ensuring scripting and protocols are followed.
• Take initiative in preparing for Open Enrollment and other peak periods.
• Encourage morale, recognition, and motivation within the team through positive reinforcement.
• Support wellness and engagement efforts initiated by leadership.
• Support the Manager in maintaining a culture of accountability and excellence.
• Attend leadership meetings when requested and represent the team’s perspective.
• Assist with other administrative duties as assigned
• May require occasional evenings and weekends

Requirements:

• High School Diploma or equivalent required
• Minimum one (2) year of customer service experience (call center environment)
• Excellent communication skills- written and verbal
• Planning and organizing skills
• Attention to detail and accuracy
• High level of professionalism and customer service excellence
• Competent in Microsoft Office applications including Word, Excel, Outlook Mail, and Teams

Physical Abilities:

While performing the duties of this job

• Ability to sit for long periods of time entering data into the computer
• Ability to occasionally lift up to 10 pounds
• Ability to concentrate and stay on task for long periods of time

NOTE: This job description is not intended to be all-inclusive. Employee may perform other duties as

required to meet the ongoing needs of the organization.

All candidates must successfully pass a national background check and a 12-panel drug screening. HealthFund Solutions is a drug-free workplace.

We are an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status