Customer Advocate (Federal)

Job description

Act as the primary point of contact for Federal Services division. This position will be responsible for responding to customer inquiries on eligibility, enrollment, billing and claims. In addition, have the ability to communicate policies. Provide excellent service to customers with information in regards to eligibility, enrollment, billing and benefits with emphasis on customer retention. Complete enrollments, account adjustments, payment and claims processing to providers, current and prospective members. - Respond to phone and written inquiries & requests from potential enrollees, enrollees, and providers via various mechanisms - Process enrollment transactions and changes - Access a variety of hard copy and online systems or applications to analyze and determine appropriate responses; forward screened inquiries to appropriate individuals or departments for follow-up; perform updates and process transactions via PC application or online system - Set up forms for processing supplemental payments, correcting calculations, or making key changes and edits; perform claims re-adjudication, billing/premium collection, eligibility for enrollment, and modifications to existing member ac...