Benefit Advocate I

SUMMARY

Responsible for providing excellent customer service within a call center environment to Alliant’s clients through confidential and professional support and guidance for HR and employees about their benefits, working with insurance carriers to resolve claims and benefits issues, and documenting all pertinent information.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

•    Answers all incoming calls promptly and professionally; identifies and responds to routine questions or problems in a manner that meets or exceeds client and company specific service level standards; 

•    Assists clients (HR, employees and covered dependents) in better understanding their benefits;

•    Researches routine client issues regarding enrollment, benefits and claims, including contacting insurance companies and provider offices to obtain or provide information, reviewing billing statements and EOB’s and working towards resolution of any incorrect processing, and interfacing with vendors when appropriate on eligibility issues;

•    Returns emails and letter correspondence promptly;

•    Thoroughly documents all aspects of issues consistently in a timely manner following department standards;

•    Files all paper and electronic documents according to department standards;

•    Assists in the development of client related documentation in a consistent format;

•    Follows all Privacy, Security and HIPAA requirements specific to department;

•    Attends meetings and participates in group discussions and decisions;

•    Attends all department trainings by outside and Alliant personnel as appropriate;

•    Complies with system data standards and data integrity (enters and maintains complete and accurate information);

•    Other duties as assigned.

QUALIFICATIONS

EDUCATION / EXPERIENCE

Associates degree or equivalent combination of education and experience

Minimum 1 year of experience in Customer Service, preferably Employee Benefits related, dealing with eligibility, claims resolution and/or benefits education

SKILLS

Excellent verbal and written communications skills

Excellent interpersonal and customer service skills

Organized planner with time management/prioritization skills

Ability to learn/troubleshoot new systems

Ability to understand Employee Benefit compliance concepts and requirements

Intermediate computer skills

Proficient in Microsoft Office products

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