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Ampcus Inc · 3 weeks ago

Customer Service Advocate, Level I.

United States

Full-time

Remote

Entry Level

$20/hr - $21/hr

1+ years exp

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. They are seeking a highly motivated Customer Service Advocate to provide first-level problem resolution and support to members, providers, and brokers in a call center environment. The role includes answering inquiries, providing education on products, and maintaining accurate customer records.

Data ManagementInformation Technology

Responsibilities

Provides first-level problem resolution to member, provider & broker inquiries via telephone by gathering and researching information; examine claim submissions verifying claim and system accuracy as well as liability, validate customer understanding of information and resolves issues based on applicable policies and procedures

Uses knowledge of products and the contractual provisions that govern administration to provide customer service and education, to interpret contractual language to the customer for the purpose of providing benefit utilization and limitations, to determine the need for managed care initiatives, and to administer all types of services to customers within the business segment through telephonic inquiries, written and/or electronic inquiries and claims adjustments, if applicable. Appropriately documents all client interactions according to established departmental procedures

Delivers accurate information to customers in accordance with performance goals and objectives

Maintains customer records by updating account information by effectively utilizing the business areas enrollment/inquiry tracking system & processes

Participates in ongoing education related to new services, industry topics, and skills

Qualification

Medicare GuidelinesTechnical ProficiencyCommunication SkillsAttention to DetailPatiencePC NavigationData EntryEmotional IntelligenceInterpersonal Communication

Required

Strong Communication Skills: Clear verbal and written communication is essential for explaining complex Medicare benefits and resolving member concerns. Associates must be able to simplify jargon, speak with empathy, and maintain professionalism across diverse populations

Technical Proficiency: Comfort with CRM systems, call center software, and Medicare databases is vital. Associates should be able to navigate multiple systems simultaneously, enter data quickly, and troubleshoot basic tech issues

Emotional Intelligence and Patience: Medicare members may be elderly, frustrated, or confused. Associates need active listening skills, patience, and the ability to stay calm under pressure. Building trust and rapport is key to member satisfaction and retention

Attention to Detail: Call center reps must accurately document member interactions, verify personal and plan information, and follow compliance protocols. Mistakes can lead to coverage issues or HIPAA violations, so precision is non-negotiable

Knowledge of Medicare Guidelines: A solid understanding of Medicare Parts A, B, C, and D, eligibility, enrollment periods, and coverage rules is critical. Associates often handle policy-specific questions, so familiarity with CMS regulations and plan structures helps ensure accurate support

Education Level: High School Diploma or GED

Experience: Less than one year's customer service experience

Preferred

Knowledge, Skills and Abilities (KSAs)

Successful completion of the training provided

Demonstrated skills as an empathetic and compassionate communicator

Ability to quickly gain customer trust and confidence

Demonstrated PC navigation and data entry skills

Strong interpersonal communication skills

Good oral and written communication skills

Company

Ampcus Inc

Ampcus is a global business, technology consulting and an staff augmentation firm specializing in AI/ML,digital solutions, Cybersecurity & Risk management, Testing, Forensics & Fraud services and human capital management.

Founded in 2004

Chantilly, Virginia, USA

1001-5000 employees