4 weeks ago
Job Summary
The Customer Operations Advocate II position will allow the associate to develop their customer experience skills by enhancing their ability to recognize root causes for customer engagement while identifying and addressing revenue impacting issues. The associate will manage the end-to-end customer experience. As a member of the Customer Operations Team, the associate will be the customer’s advocate by devising strategies and tactics to help customers gain more value from our product and services. In addition, the associate will be evaluating data for quality and analyzing customer behavior, which will have an impact on metrics that drive revenue for the customers and our company
- Minimum Qualification:Degree
- Experience Level:Entry level
- Experience Length:1 year
Job Description/Requirements
What you will do
- Build and Maintain Customer Relationships
- Handle customer inquiries via phone, email, and Contact Us portal
- Conduct proactive outreach to ensure product utilization
- Administer Accounts in Main Customer Facing Website (Eportal)
- Lead Customer training on Main Customer Facing Website (Eportal)
- Review, Identify, and Implement Improvements on customer behavioral metrics (Account view rate, type of feedback, exclusions, coding, transactions, and invoicing)
- Complete Monthly red customer analysis reports
- Conduct Manual Demographic file extraction and upload
- Identify Missed Reporting Opportunities
- Identify Invaluable coverage and escalate to be removed
- Ensure Insurance Discovery Coverage Reports are delivered successfully to customer
- Conduct specialty reporting procedures by adding, billing, and noting coverage on behalf of customer
- Review Ambiguous Transaction Accounts
- Handle Monthly Invoicing Close responsibilities for assigned customers
- Review and process invoice adjustment requests
- Train and educate customer on exclusions and invoice adjustment requests
- Complete on-going revenue producing projects
- Focus and meet (if not exceed) yearly performance goals
What you will bring
- Intermediate experience with Microsoft Word, PowerPoint, Excel, and Outlook, and the ability to type at least 50 wpm and 10 key
- The drive to continuously improve customer relationships
- The determination to identify and resolve revenue impacting issues
- A positive attitude and the ability to put interest of the team before individual interests
- Experience with training customers on product knowledge
- Excellent communication skills (verbal and written)
- Previous experience with customer retention
- Ability to handle multiple tasks/projects while meeting deadlines on deliverables consistently
- Expertise in providing an amazing customer experience (via email and phone)
- Skill to collaborate with multiple teams
- Ability to handling unique or difficult customer situations
- Experience with developing, reviewing and maintaining spreadsheets in Excel
- Experience in analyzing data
- Ability to self-manage and prioritize assignments
- Comfort with day to day changes in priorities based on customer needs
- Associates or Bachelor’s Degree or equivalent experience
What we would like to see
- Advanced experience in Microsoft Excel and experience with Sales Force
- Experience in Analyzing and working with Complex Data
- Intermediate experience with data interpretation
- Intermediate Healthcare and Revenue Cycle Experience
- Advanced Problem Solving and Out of the box root cause thinking
- Ability to create pivot charts for large amounts of data in Excel
- 1+ year(s) working in an office setting or job environment where productivity is based on customer results
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