ICONMA · 1 month ago
Customer Service Advocate I
United States
Full-time
Remote
Entry Level
1+ years expICONMA is a health insurance company seeking a Customer Service Advocate I for their remote location. The role involves answering inquiries related to product information, benefits, claims resolution, and providing technical assistance in a call center environment.
Staffing & Recruiting
Responsibilities
Responsible for answering member, provider & broker inquiries pertaining to product information, benefits, claims resolution, eligibility and billing questions in a call center environment
Proactively provides information and education to members, providers & brokers, as appropriate, about a variety of health, financial, and self-service programs
Provides basic technical assistance and troubleshooting guidance for digital and electronic applications
45% 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
25% 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 client 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
15% Delivers accurate information to customers in accordance with performance goals and objectives
10% Maintains customer records by updating account information by effectively utilizing the business areas enrollment/inquiry tracking system & processes
5% Participates in ongoing education related to new services, industry topics, and skills
Qualification
Required
High School Diploma or GED
Less than one year customer service experience
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
The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health client programs
Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time
Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence
Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging
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
Benefits
Health Benefits
Referral Program
Company
ICONMA
ICONMA: Your Partner in Global Staffing Solutions and Digital Transformation ICONMA is a globally recognized, Woman-Owned staff augmentation and technology consulting firm.
1001-5000 employees
H1B Sponsorship
ICONMA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (34)
2024 (31)
2023 (26)
2022 (39)
2021 (37)
2020 (69)
Funding
Current Stage
Late StageLeadership Team
Claudine George
Founder and CEO of ICONMA, LLC
Company data provided by crunchbase