Advocate

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

**Advocate**

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

**Work Location**:

- Remote US_

**Position**:
Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales, or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions throughout-bound calling.

Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations Normally receives little instruction on daily work, general instructions on newly introduced assignments. Typically requires a minimum of 2 - 4 years of related experience.

**Core Responsibilities**:

- Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member’s eligibility for services.
- Contribute to the department’s success by achieving OKR’s.
- Achieve daily, weekly, and monthly quality and production goals.
- Adhere to call handling process.
- Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation.
- Follow-up with members as assigned.
- Adhere to assigned schedule.
- Completion of all Change Healthcare required courses on University (CHU).
- Review all correspondence sent by Change Healthcare and management with current information of state and federal regulatory requirements.
- Review all correspondence sent by Change Healthcare and management with updates on the organization.
- Comply with all company and department operational guidelines and policies.
- Participate in Change Healthcare staff and operational development programs as assigned.

**Requirements**:

- Years of experience: (2-3-year External Customer Service/Call Center Internal 2-3 years)
- Education: High School Diploma or Equivalent
- Receptive to feedback from management on coaching opportunities
- Ability to provide quality customer service during every interaction with health plan member’s
- Maintain a confident, helpful, and positive tone on all calls
- Excellent data entry and internet navigation skills
- Professional demeanor and dependable work ethic
- Ability to work independently.
- Demonstrates patience and empathy.
- Business demeanor and skills with the ability to communicate effectively (verbal, written and listening skills).
- Promote company services in an outbound call center (production driven) environment.
- Professional behavior with courteous, polite, and energetic qualities.
- High commitment to accuracy, high quality work, and detail oriented.
- Must be driven and motivated to exceed individual and team goals.

**Preferred Qualifications**:

- Excellent data entry and internet navigation skills
- Ability to work independently.
- Must be driven and motivated to exceed individual and team goals.
- Basic knowledge of Microsoft Team, Word, Excel, and PowerPoint.
- Bilingual is a plus (English/Spanish).

**Working Conditions/Physical Requirements**: information.
- General office demands
- This is a remote position. Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
- Must live in a location with internet connection.

**Unique Benefits**:

- Flexible work environments
- Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets
- Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
- Employee wellbeing programs and generous health plans
- Educational assistance programs
- US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
- Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
- Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.

**Diversity and Inclusion**:

- At Change Heal