Customer Experience Advocate I

Customer Experience Advocate I

Do you love sharing your compassion and empathy for others in the workplace? Is delivering a phenomenal customer experience important to you? If so, then it's a great time to consider growing your career with Wellmark!

About the opportunity: Our Operations division is currently seeking multiple talented, curious, and compassionate Customer Experience Advocates (CXA) that are eager to serve as trusted partners in navigating their health insurance needs. Your days will be filled with phone calls from our members, providers, and other stakeholders. Sometimes the work can be challenging and complex but will also be rewarding for those who want to make an impact by serving on the front lines to support our members. The CXA will provide accurate, prompt, courteous, and professional responses to member, provider, or other stakeholder inquiries over the phone.

Aside from meaningful-challenging work, we offer:

• An opportunity to work hybrid, upon meeting performance and system expectations
• A strong focus on optimizing the customer experience – our mission is to Make Health Care Better!
• A culture of respect, diversity, inclusion, and commitment to our community
• A culture of individuals who are curious, committed, and connected
• A workplace that values health with access to a fitness facility, health programs, education, and services
• An opportunity for career advancement
• Exceptional employee benefits, rewards, and growth opportunities
• Best-in-class tuition assistance program (we will help pay off any current student loans you might have previously incurred!)

Start date & training:

The start date for this training class is Monday, March 23rd. This position requires that you work onsite in our Des Moines, Iowa, office for a minimum of 12-weeks until you are effectively meeting attendance and performance goals. This training builds every day and prepares you to be comfortable and confident as a Customer Experience Advocate. It is critical to your success that you take no time off during this training program.

Hours:

- For the first 6 weeks, the hours during training will be 8:00am - 4:30pm - After 6 weeks, and going forward, the hours will shift to 8:30am - 5:00pm

Working Hybrid:

Once you have successfully completed onsite training and are effectively demonstrating attendance and performance expectations, you will have the flexibility to continue working onsite, or as hybrid, which allows you to balance working from home some days with working in the office other days. Please note: If you choose to work hybrid after the training, this role requires you to have your own reliable high-speed internet and a quiet, private space in your home to discreetly take calls to ensure information confidentiality. You must have access to a non-cellular, non-satellite internet service provider, and the ability to directly connect your Wellmark issued computer via ethernet cable into your modem to allow for the best connection and call quality. If you experience consistent issues with your internet provider or your upload and download speeds are not adequate, you will be asked to work from the office. The minimum speed should be 10 mbps upload and 10mbps download. You can check your internet speed here.

* Employees working hybrid may be asked to return to the office full time for additional training, if your performance falls below expectations.

Qualifications

Required:

• High School Diploma or GED.
• A minimum of 1 year proven experience engaging with customers (e.g. retail, service, health care provider, nursing, care giver, or teacher).
• Experience in customer-centric role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating, and providing solutions to customer needs.
• Computer literacy – basic computer skills, such as accessing common web and desktop applications, navigating multiple sources of information and word processing.
• Professional verbal and written communication skills; attention to detail (use of proper sentence structure, proper grammar, with the ability to synthesize member information into a consumable format).
• Good judgment and proven problem-solving skills and ability to think independently.
• Ability to resolve issues and conflicts in a professional manner, while maintaining composure and confidence. Displays empathy and discerns stakeholders' true intent.
• Collaborates with team members to accomplish goals or outcomes. Builds trust and connects with others, in order to complete work.
• Ability to adapt to an ever-changing work environment; ability to multitask and manage time.
• Basic math skills, including subtraction, addition and multiplication.
• Willingness to be trained on additional market segments, as business need dictates.
• Ability to come into the office when requested (i.e. team meetings, training, etc).

Preferred:

• Associate degree
• Demonstrated experience working within specified time constraints, such as a structured schedule with adherence goals, etc.
• Prior experience and/or knowledge in health insurance or related industry.