HealthCare Support Staffing

HCS Job Title: Healthcare Customer Service Advocate

• Member/Provider Services

Company Job Title: Business Operations Customer Service Advocate I Staffing Specialist: Teresa Baker Hiring Manager: Jennifer Amaro Req: 177505-1 177668-1

• # of Openings: 1

Length of Assignment: Contract– 4 months. Possibility to convert depending on performance/attendance and business needs - coverage for a person on leave of absence  MU/BR: 40% MU Compensation Notes:

• 20/hr for Bilingual (English/Spanish) Candidates

Shift: Hours of operation 8am-8pm Monday-Friday EST - will be assigned on business needs and must be available for hours of operation

• Training is M-F 8am-5pm EST for the first 4-5 weeks give or take 
• Can expect to work 10am-6:30pm with a 30-minute lunch after training 
• No OT
• No time off in first 90 days of training 
• Holidays will be determined by AHCA if they are opened/closed - they were open for Juneteenth, Veteran's Day, Christmas Eve and NYE last year 

Start Date: 6/1 -or ASAP

• Clearance Date: 5/22

Location:  Remote Florida

• must be able to work EST 

Recruiter Sub Requirements: Interviewing Process: -Prescreen/Submittal 

• Upload: Candidate Resume + Internet Speed Test (100 Mbps download/ 10 Mbps upload) 
• Ensure candidate has no time off within the first 90 days 

-Schedule Teams Interview (schedule in Bullhorn) 

• Use uploaded screening questions and computer literacy test 
• Must be a live camera interview – managers are verifying this with candidates 
• Do NOT send screening questions beforehand – managers are catching this 

     Interview Guidelines: 

• If a candidate fails computer literacy, you may end the interview. Otherwise, note their answers 
• Evaluate soft skills: professionalism, empathy, engagement, desire to help 
• Ensure appropriate dress and environment during video call 

 -Post Interview 

• Upload Documents and either: 
• Mark as “Screening/Interested” in JO – tag Renee 
• Disqualify if not a good fit 

-Review and Submit 

• We will review and CS 
• Managers will review and extend offers. 

Minimum Qualifications – on resume

• HS Diploma/GED
• Must be Bilingual in Spanish 
• 1+ years customer service (call center strongly preferred)
• Internet Speed Test (100 download/10 upload)
• Strong Tenure (1+ year at each job)
• Proficient with a computer
• No time off in first 90 days
• Ability to work from home in a private space away from distractions 

Soft Skills

• Please note gaps and reasons for leaving/contracted positions
• Strong communication and computer skills (must multitask in 12-15 systems)
• Self-sufficient, empathetic, and driven to help others 
• Hands-on learner, flexible with changes/training/schedules
• Strong interpersonal skills 
• Comfortable working with vulnerable populations (elderly, low-income)
• Open to feedback and constructive criticism to help them improve and be successful in the role 

Preferred, but not a must

• Experience interacting with members and/or providers in a contact center environment
• Healthcare/MCO experience
• Call center experience

DQ:

• If the candidate has time off needed within the first 90 days – Attendance is mandatory
• If High School Diploma comes from Cornerstone Christian or Continental Academy - known diploma mills

Best Candidates:

• 1st Best: Healthcare CSR from MCO or 3rd party call center
• 2nd Best: CSR from non-healthcare call center
• 3rd Best: Healthcare back office with strong multitasking and soft skills

In Depth Information to Provide Candidates: Attendance Bonus - Must have perfect attendance – no unexcused absences or tardies

• $100 for 30 days
• $250 for 90 days

Work from Home Policy / Expectations

• No time off in the first 90 days (during training period)
• Not excessive time off in first 6 months and will need to be approved 
• HIPPA-compliant private workspace required (no distractions)
• No caregiving or secondary jobs during work hours - must be present during full shift
• Cannot work another role that may be a Conflict of Interest
• Must attend training with camera on and actively participate
• Must respond promptly to supervisors and be reachable by phone

Job Overview

• Main goal is to take inbound calls from member and providers (because we work as a liaison for the member and case management, we have the ability to participate in multiple special projects, which help our team gain experience within other roles and giving them the opportunity to network and build their resumes).
• Performs as the advocate that focuses on resolving routine inquiries, issues or concerns for members and/or providers.
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints and escalations.
• Assesses and researches routine member and/or provider inquiries, requests and/or concerns to determines causes, and initiates corrective actions to other service or technical departments for follow up as needed
• Mitigates and prevents complaints from being escalated to resolve in initial contact
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Provides support on various member or provider issues to ensure customers receive high-quality service
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance
• Provides expertise in resolving multiple inquiries, requests and/or concern across all areas of responsibilities
• Performs other duties as assigned
• Complies with all policies and standards

Performance Metrics

• Calls/day: 30-40 on average, 40-50 on higher call volume days
• Hold Time: Less than 2 minutes
• Adherence: 95%+
• First Call Resolution: 95%+
• Service Level Goal (as a team): 80%+

Training Details -Weeks 1-4: Corporate Training (overview, no deep dives) -Weeks 5-6 (Nesting): Listening to calls for 3-4 days.. Shadowing, reverse shadowing, and coaching meetings.  -Post-Nesting: Begin solo calls.

• Expect full comfort within role around 2-3 months
• Calibration - 60 days - will not count against them
• Interactive, hands-on learners with positive attitudes thrive