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Customer Advocate – Seasonal

Your Health Idaho Boise, ID
  • Expired: over a month ago. Applications are no longer accepted.

YHI is seeking Customer Advocate that can fulfill our seasonal hiring needs for 3 to 6-months during our open enrollment period. This position could have the potential to become a direct-hire position depending on business need. This position will primarily provide phone support for routine, escalated or complex situations

Responsibilities (Position may include additional functions not listed)

  • Provide thorough, timely, accurate customer support and complex problem solving via telephone, email, and other methods in a high-volume support center environment during annual open enrollment periods.
  • Consistent attendance is an essential requirement for CAs to perform job expectations in YHI’s high-volume call center environment.
  • Support wide range of customer and consumer connector questions such as general insurance enrollment, non-financial assistance eligibility, making enrollment changes, use of the online technology, individual enrollment, plan selection alternatives, family status changes, and other insurance and/or ACA related topics.
  • Complete accurate data entry of contact with customers in YHI’s computer systems.
  • Respond professionally, appropriately and promptly to inbound calls, difficult or emotional customer situations and other sources of customer inquiries.
  • Manage difficult or emotional customer situations and respond promptly to customer inquiries.
  • Complete accurate data entry of contact with customers in YHI’s computer systems.
  • Utilize YHI’s technology platform to review relevant customer information and resolve customer concerns or questions.
  • Troubleshoot technical issues based on strong understanding of process, policy and systems.
  • Conduct research as necessary to effectively resolve customer situations.
  • Adhere to YHI policies, procedures, and expectations to meet YHI performance objectives in service, quality assurance, and productivity.
  • Support YHI’s carrier appeals process, carrier reconciliations, and renewal of eligibility for non-financial assistance.
  • May create, route, and respond to customer and/or consumer connector tickets.
  • Process enrollment discrepancies as well as perform manual verification or reconciliations and related projects. Often reconciles eligibility data between DHW and YHI.
  • Perform other duties as assigned.

Qualifications (Required knowledge, skills, abilities, education, experience, etc.)

  • Demonstrate success with complex problem solving in a call center or other customer service position
  • Associates degree preferred or equivalent through professional experience
  • 1-year customer service experience, including resolving complex customer issues
  • Ability to troubleshoot both technical and non-technical issues
  • Excellent verbal and written communication skills, including strong interpersonal telephone skills
  • Ability to effectively listen and elicit information
  • Strong computer skills, including Microsoft Office and ability to learn/utilize other technology applications
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Strong problem solving, reading comprehension, and troubleshooting skills
  • Ability to sit and/or stand at a desk and work with a computer for extended periods of time
  • Knowledge of the Affordable Care Act (ACA) preferred
  • Ability to work in a fast-paced workplace, adapt to a continually evolving environment
  • A committed team player with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships
  • Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of YHI

Equal Opportunity Employer

Responsibilities and qualifications listed are not all inclusive.

Your Health Idaho

Your Health Idaho allows you to shop, compare and choose the insurance plan that best fits your individual, family or small business needs. We know that choosing a health plan can be complicated and Your Health Idaho is here to help with the tools and resources you need including information about the premium tax credit and reduced cost-sharing. Consumer Connectors, including agents, brokers and Enrollment Counselors, are here to help you understand your options at no cost to you.


Boise, ID