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  • Employment Type

  • Benefits Offered

    Dental, Life, Medical, Paid Time Off, Vision

Job Description:

The Customer Experience Advocate will handle calls from members and providers regarding various products including benefit plan design, medical claims status, network status, eligibility, billing and other general healthcare services questions as well as general questions regarding Healthcare Highways and affiliate companies.

Roles and Responsibilities:

  • To fulfill this role, the Customer Experience Advocate will have experience in medical benefits, medical claims and employee eligibility.
  • Answer questions and handle problem resolution on benefit, provider or claim issues.
  • Spend approximately 90% of time on phones, averaging 60 to 80 calls per day.
  • Follow up with members and providers as necessary.
  • Effectively respond to member and provider needs by either resolving their issues or ensure that they are triaged to the appropriate area to gain effective and efficient resolution.
  • Ability to utilize multiple computer and telephonic systems to provide effective resolution to member and provider questions.
  • Other duties may be assigned as necessary.

Key Performance Indicators (KPI’s):

  1. Average Handle Time
  2. Call Quality
  3. Attendance & Schedule Adherence
  4. Work Quality
  5. Occupancy

Qualifications Requirements:

  • High school diploma required, college degree a plus
  • Two or more years telephone customer service experience in a related field
  • Two or more years of Healthcare experience in a health plan, provider network, insurance or employee benefit environment
  • Clear understanding of medical claims and claims administration
  • Two or more years of medical billing experience (Preferred)
  • Bilingual preferred, but not required
  • Excellent communication skills
  • Strong PC skills - Word and Excel required


  • 8-hour shift between the hours of 8:00 am to 5:00 pm
  • Lunch: 30 min. or 1 hour, based on schedule

Preferred Skills:

The characteristics below are critical to be successful in this role:

  • ·A desire to help people
  • Ability to adapt communication style based on the caller's needs
  • Respond well in a stressful and dynamic environment
  • Flexible, uses critical thinking skills and open to learning new ideas/skills
  • Team player
  • Positive attitude
  • Professional Appearance
  • Ability to multi-task

Company Information:

Great Place to Work Certified

Healthcare Highways is committed to revolutionizing the way healthcare is delivered by making a positive impact on the lives of patients and providers alike. We believe in a diverse, inclusive workplace and are always looking for creative, analytical, innovative, and passionate thinkers and doers who are driven to learn as well as succeed. Choosing to work for Healthcare Highways means being part of a team that values collaboration, candor, and integrity.

HCH is a company that fosters a supportive work environment, where employees are encouraged to contribute their unique perspectives and ideas and have the opportunity to be at the forefront of groundbreaking healthcare solutions. By investing in our workforce, Healthcare Highways empowers its employees’ growth and development by offering competitive hourly/salary wages and career progression. We help support our employees’ career initiatives, both professionally and personally, while maintaining a healthy work/life balance.

A career at Healthcare Highways offers an exceptional opportunity to be part of a forward-thinking organization that is transforming healthcare. With a supportive work environment, a commitment to innovation, a focus on employee growth and culture, and a dedication to improving healthcare outcomes, Healthcare Highways is an ideal choice for individuals passionate about making a meaningful difference in the healthcare industry, leading to a tangible impact on the lives of patients and their communities.

Don’t take our word for it, check out what our employees are saying by visiting our Careers page at:

About Healthcare Highways, Inc.:

Founded in 2010, Healthcare Highways is a health plan backed by a high-performance network that delivers quality care, cost savings, and sustainable value.

We're the new competitor in health care working with employers of large, small, and hourly workforces to get the most value out of their health plans and the best health outcomes for all members.

We believe in being transparent about costs, coverage, care and our relationships.

We believe independent healthcare providers should influence where and how patients are treated.

We believe ensuring quality care is our non-compromising obligation, and that health outcomes are its only means of measure.

We view competition as the catalyst with which to bring about the innovation industry needs to drive down costs and drive up quality care.

We believe we are bringing that competition.

Company website:

Company address: Frisco, TX

Posted date: 25 days ago

View all Jobs at Healthcare Highways, Inc.

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