Participant Advocate

Participant Advocate - Call Center

We have an outstanding contract to hire position for a Participant Advocate - Call Center to join a leading company located in the Rockville, MD surrounding area. Pay Rate : $23 to $28 / hr. The Participant Advocate will support, promote, and consistently deliver a premier participant experience at all times. During each communication, sincere, empathetic, accurate, and efficient service will be provided. All phone calls, email, and written correspondence with participants, key local union and single employer contacts, providers, vendors, and other participant advocates will be conducted with the utmost of courtesy and professionalism.

Job Responsibilities :

• Obtain, accurately interpret, and maintain a thorough working knowledge of all Summary Plan Description provisions including multiple benefit schedules, as well as a clear understanding of the eligibility system, claim payment system, and the Reciprocity system (ERTS).
• Support, promote, and consistently deliver a premier participant experience.
• Respond timely and accurately to phone calls, e-mails, walk-in participants, and correspondence by answering questions; explain claim payments and reason for any claim denials; quote self-payment amounts; verify eligibility and / or benefits; research eligibility or claim issues; update eligibility with outside vendors.
• Demonstrate honesty, integrity, compassion, and empathy in all interactions.
• Escalate all participant-related concerns to the appropriate individual(s) for timely and accurate resolution.
• Document all phone calls accurately and timely in the Customer Service module.
• Perform various clerical duties (i.e., enter enrollment forms; process working spouse forms, etc.).
• Navigate and provide accurate information regarding the website.
• Monitor incoming calls and calls waiting via the call management system.
• Pick up and handle messages from nightline.
• Work on special projects as requested by Management.
• Other duties as assigned.

Basic Hiring Criteria :

Benefits offered vary by contract. Depending on your temporary assignment, benefits may include direct deposit, free career counseling services, 401(k), select paid holidays, short-term disability insurance, skills training, employee referral bonus, and affordable medical coverage plan, and DailyPay (in some locations). For a full description of benefits available to you, be sure to talk with your recruiter.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http : / / www.tadpgs.com / candidate-privacy / or https : / / pdsdefense.com / candidate-privacy /

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and / or security clearance requirements, including, as applicable :