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Customer Care Advocate (Healthcare)

Customer Care Advocate (Healthcare)
Training and Employment Program

Join our program. Change your life.


Program Start Date:  Late September 2019

Overview:

  • This program provides NO COSTcomprehensive training to highly motivated individuals. If selected for the program, you will receive customized training, followed by Full-Time employment with our partner.
  • This unique work-study opportunity differs from the typical job. Our solution, for those who are ready, will put you on the right personal, academic, and professional path while providing the necessary support and mentorship to help keep you there.
  • This program will focus on Customer Care
  • Due to the accelerated training timeline and intense curriculum being taught, the most successful candidates will have a prior working knowledge of Customer Care

Candidate Profile:

  • Post 9/11 Veteran-honorably discharged or currently serving in the National Guard / Reserve OR
  • Young adult with prior knowledge through education or relevant work experience in desktop support, windows administration and/or network administration 
  • Available to commit to full-time schedule beginning late September 2019

Program Information:

  • Program Selection (Two Days):
    • The Program Selection event is a competitive process, in which we assess candidates through individual and team exercises to determine who will be selected for the training program.
    • Attendance is MANDATORY for all sessions in order to be considered for the program.
    • Program Selection Compensation: There is NO compensation for the Program Selection
  • Phase 1 - Boot Camp (One Week):
    • Classes will be held during normal business hours
    • Training will include the following:
      • Customer Care Advocacy
      • Interpersonal Skills
    • Boot Camp Compensation: $400 Stipend.
      • This stipend is a miscellaneous payment (Form 1099) and is required to be reported to IRS when filing taxes.
  • Phase 2 - Full-Time Consultancy (27+ Weeks):
    • Customer Care Training: 14 Weeks
    • Full-Time Consultancy: Minimum of 13 weeks, after which, you will be eligible for hire at our partner
    • Full-Time Consultancy Compensation: $12.00/Hour (Plus Benefits)

Job Description:

The Customer Care (CC) Advocate resolves customer inquiries via telephone, walk in, mail, fax, web chat, off-phone work, and email concerning, but not limited to, contract benefits, claim payments, and enrollment in accordance with all applicable requirements. The Customer Care Advocate provides service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention.

Qualifications:

  • Minimum:
    • High School diploma or equivalent, customer service experience preferred.
    • Entry level position. Duties performed under close supervision.
    • Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
    • Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
    • Adept at communicating effectively and diplomatically while working as a collaborative team member.
    • Organizational, reasoning and problem-solving skills.
    • Strong organizational skills and ability to prioritize, multitask, and work in fast paced environment and remain professional and focused under multiple pressures and demands.
    • Ability to efficiently resolve complex & escalated issues with minimal direction.
    • Advanced system and navigational skills.
    • Expanded communication skills across multiple channels including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc.
    • Takes accountability and ownership of issues and resolution with minimal supervision.
  • Desired:
    • An Associates Degree, or better, in ONE of the following:
      • Business Administration
      • Economics
      • Healthcare Administration

Location:

  • Rochester, NY

Please do not contact WOS directly (by phone/email).  Additional details will be provided through the application process.


About WOS

WOS is a leading 501(c)(3) nonprofit committed to developing the skills of untapped talent from underserved and veteran communities through partnerships with organizations dedicated to diversifying their workforce. For more information, visit wforce.org