Customer Advocate I

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U.S. Department of Labor

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1913

🏛️ Government

📋 Compliance

Government • Compliance • Human Resources

U. S. Department of Labor is an official government agency of the United States that administers and enforces federal labor laws. It focuses on areas such as wages, employment standards, and workplace safety to ensure fair labor practices and assist workers through various resources, including unemployment insurance, job training, and health benefits. The agency also oversees compliance with labor laws and provides support during disasters for affected workers.

📋 Description

• Responsible for responding to a variety of inquiries from members and their dependents, hospitals, providers, attorneys and agents • Interpret multiple contracts in response to benefit and claim inquiries • Research membership database and billing history to resolve membership issues • Provides a high degree of customer service including receiving and responding to telephone calls, letters or walk-in customers • Educates and works with members at different health literacy levels with cultural sensitivity • Enters record of inquiries and related correspondence in computerized tracking system • Researches applicable medical policy and corporate, divisional, and department policies and procedures • Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance • Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.) • Maintains confidentiality of all regulated information in compliance with state and federal laws • Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to audience • Recognizes trends or common issues and raises to leadership as necessary • Provides solution options as appropriate • Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner • Delivers positive customer and member experience on a consistent basis • For FEP positions must complete additional FEP training program for FEP system and procedures

🎯 Requirements

• High school diploma or general education degree (GED) • 2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience • Advanced Keyboarding Knowledge • Intermediate knowledge of Microsoft Office • Must have previous experience taking provider calls, preferably BlueCard • Associates degree from college or technical school (preferred) • Previous experience with on-line customer service applications (preferred) • Medical terminology and ICD/CPT coding knowledge (preferred) • Experience taking Blue KC member calls (preferred)

🏖️ Benefits

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute • Annual incentive bonus plan based on company achievement of goals • Time away from work including paid holidays, paid time off and volunteer time off • Professional development courses, mentorship opportunities, and tuition reimbursement program • Paid parental leave and adoption leave with adoption financial assistance • Employee discount program