Idaho Health Insurance Exchange

Description:

Position Summary 

YHI is seeking Customer Advocate to fulfill our seasonal staffing needs. This position will primarily provide phone support, assisting customers with routine requests as well as more complex support needs.

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 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, customer inquiries, and more complex customer service situations.
• 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 verifications or reconciliations and related projects. Often reconciles eligibility data between DHW and Your Health Idaho.
• Perform other duties as assigned.

Requirements:

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

• Demonstrate success with complex problem solving in a call center or other customer service position 
• Associate’s 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

Physical & Other Requirements 

• Ability to work in an office environment, primarily sedentary.
• Consistent attendance is required, including full-time during initial two-week training session as well as regularly scheduled shifts thereafter.
• Ability to listen to and understand others as well as ability to give and receive instructions via telephone, computer messages, face-to-face, and in writing
• Ability to operate computer and software applications; use of normal office machines
• Availability to work additional hours or weekends based on call center demands

*The functions described herein are not the only responsibilities and tasks to be performed by the individual occupying this position. The individual will be required to follow any other instructions and to perform any other job-related duties as required by his/her supervisor or manager. Requirements stated herein are minimum levels of knowledge, skills, and/or abilities to qualify for this position. To perform the responsibilities of this position successfully, the individual will possess the abilities and aptitudes to perform each task proficiently. “Ability” means to possess and apply both knowledge and skill.

 This job description includes the essential functions of the job that an incumbent must be able to perform with or without reasonable accommodation.

 This document does not create an employment contract, implied or otherwise. The organization maintains “at will” employment. This job description is subject to review and may be revised or updated at management’s discretion.