Customer Advocate – Benefit Accounts

U.S. healthcare today is confusing, inefficient and expensive. Maestro Health is on a mission to change that by making health and benefits people-friendly again. Not only are we changing the way we view health and benefits, but also the way we shop, enroll and live with our benefits using a tech-meets-service approach.  

WHAT YOU WILL BE DOING:

Our business continues to grow, and we are looking for Customer Service Advocates accustomed to a fast-paced environment. Our Advocates deliver a caring human touch to employees and businesses in need. Our team-based approach offers the Advocate an opportunity to support our customers in a variety of capacities. This position will primarily work the 2nd shift from 11am to 8pm EST, with some flexibility to meet business needs

  • Deliver quality service to each caller and build positive relationships one interaction at a time
  • Helps to reduce effort and counsel on next issue avoidance for customers requesting assistance. 

  • Responsible for engaging any operating area of the company or subject matter specialist to solve customer problems on the first contact.
  • Assists in driving an excellent experience for new customers. 

  • Support incoming calls, email or web chat requests from employees and 
employers regarding account, claims, eligibility and payments issues and 
inquiries 

  • Review claim documentation and disposition based on IRS guidelines and 
customer Plan requirements
  • Analyze and resolve exceptions resulting in eligibility updates received from customers
  • Maintain member/provider confidence by helping to protect the confidentiality of information coming into and being disseminated out of the department according to HIPAA guidelines
  • Meet and maintain departmental standards
  • Document all calls in call tracking system and resolve issues with empathy

WHAT SUCCESS LOOKS LIKE:

  • 85% of time spent on customer interactions 

  • 95% of claims reviewed in less than 1 business day 

  • Meet attendance and punctuality requirements 

  • 100% of your customer interactions and insights recorded in the customer 
relationship management system 

  • Adhere to our core values: Fun. Preparedness. Teamwork. Humility. Urgency. Bold Thought. Honesty.

WHAT YOU NEED:

  • Some college; Degree Preferred
  • Minimum of two years’ experience in medical/dental environment
  • Licensed in North Carolina for: Life Insurance, Accident, Sickness, and Health, **HIGHLY PREFERRED**
  • Additional reciprocal licenses preferred but not required.
  • Experience in a medical/dental or life insurance call center environment preferred
  • Strong Service mentality embedded in your DNA, understanding that while you may answer the same questions many times each day, that for each customer, it may be the first time answered for them
  • Excellent critical thinking skills and comfortable going off script to solve problems
  • Strong communication skills with the ability to use multiple systems, multitask, and prioritize
  • Self-motivated, with a strong resolve towards attendance and punctuality
  • Working knowledge of Microsoft Word, Excel and Office 365
  • Exceptional attitude and team player

WHY WORK AT MAESTRO HEALTH?

  • Personal, Vacation and Sick Time
  • Medical and Prescription
  • Dental
  • Vision
  • Life and Disability
  • Life Insurance
  • Health and Wellness programs
  • 401k with Employee Match
  • Figo – Pet Insurance
  • Kashable

We have great perks in each of our offices, along with a fun, energetic and fast-paced environment, and what will really drive you is our vision. Maestro Health is making employee health & benefits people-friendly again by making healthcare easy to understand, tools easy to use, and costs easy to control. We are aiming to become a household name within the employee health & benefits space.

We can’t do that without great people. We want to hear “WOW! That was the best job and business experience I ever had!” from every Maestronite – past, present, and future. You should be personally challenged, laugh, work your tail off and look forward to coming to work.

Are you ready to become a Maestronite? Let’s do this.

Maestro Health is an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.