The VIP Client Advocate position will involve answering the phone and making outgoing multiple phone calls throughout the day. All while providing a high level of exceptional professionalism to our clients. In addition, you will be assigned on an hourly/daily basis problem solving issues that will need to be resolved in a timely manner. Problem solving issues will include, but not limited to, assisting with health insurance claims, conference calls with clients to help with Medicare and/or Insurance issues, voicemails from clients to be called back, etc. This job will require clerical duties such as drafting of professional letters and emails to Clients, Third Party Providers, and Insurance Companies. Excellent grammar, computer skills, strong Microsoft Office experience and being able to multi-task are a must.
Expected Accomplishments in the First Three Months
Onboarding:
New Hire Paperwork Completed and Turned In (To be completed the first week of hire date).
Insurance License:
Complete Pre-License Life & Health Insurance Course and State Exam paid for by Stevens & Associates Insurance Agency. (Pre-License Course to be completed within the first 90 days and State Exam to be taken within the first 3 months)
Training:
VIP Concierge Client Advocate Training Completed and comfortable with all aspects of CS.
Phone Calls:
Answering up to 30 phone calls a day.
HIPPA:
Understanding HIPPA Regulations and the importance of it.
AEP/OEP:
Understanding of AEP (Annual Enrollment Period) and OEP (Open Enrollment Period) and when this will occur.
Birthday Rule:
Understanding the “Birthday Rule”-Medicare Supplement Insurance.
Forms:
Understanding of what a Blue Sheet, Orange Sheet, Pink Sheet, and SOA is and how to complete these forms.
Medicare:
Understanding of Medicare Terms/Premiums and Plans.
Insurance:
Understanding how to access Insurance portals and contacting Insurance carriers to help assist clients resolve any customer service-related issues that they may have.
Covered CA/ACA:
Understanding of Covered CA and ACA (Affordable Care Act) and how to access.
4 Pillar Resolution System:
Understanding of the 4 Pillar Resolution System:
o 1. Insurance Benefit
o 2. Alternatives
o 3. Negotiations
o 4. Discounts, Subsidies, and Grants.
Time Keeping:
Understanding of how to complete your timecard correctly and accurately. Clocking in and out of QB correctly and on time.
Expectations/Skills Required:
Professional and Positive demeanor, clean record, reliable and dependable
Strong organizational and time management skills
Excellent verbal and written communication skills
High level customer service experience
Quick problem solver
Computer literate
Work independently and as a member of a team
Works well in a fast-paced environment, enjoys a change environment.
Friendly, energetic
Works well with others and is a Team Player
Taking calls that require a Spanish speaker/ translating any questions or issues the clients may have
