NEW JOB OPENING
OUTBOUND CALL ADVOCATE
IN Remote, USA!

Location Requirements:

*** Although this role is fully Remote, candidates must be located in Missouri or Illinois to be considered.



Training Information:

• Training Course will be conducted Virtually beginning 4/17/2026 and will be 2 weeks

• Training Hours - 8:00 am to 4:30 pm

• All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material



Equipment Pick-Up:

• Equipment must be picked up the week before training by the selected candidates



Required Education:

• An education level of at least a High School Diploma or equivalent



Required Advocate Qualifications:

• Demonstrated ability to quickly build rapport and inform customer of program information

• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

• Flexibility to customize approach to meet all types of member communication styles and personalities

• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience

• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed



Preferred Advocate Qualifications:

• Prefer 1-year prior experience in an office setting, call center setting or phone support role



Job Components and Primary Responsibilities:

• Educate callers on self-service resources available to them and on their responsibilities regarding their health care coverage

• Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)

• Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, OTC, HRA,)

• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)

• Refer members/callers to other resources applicable to their questions/issues where appropriate (e.g., pharmacists, prior authorizations, billing department, transportation, etc.)

• Compassionately educate members about the fundamentals of health care benefits including:

o Managing health and well being

o Offer Next Best Actions on account and follow up appropriately

o Assist members in appointment scheduling to proactively address gaps in care

o Provider education and choosing a quality care provider

o Maximizing the value of their health plan benefits

• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution, Advocate4Me, compliance, customer follow-up, and attendance.

• Provide compassion and maximize use of community services, support programs, and resources available to member.



Hiring and Interview Process:

1. Resume, Assessment scores and Internet Speeds submitted to hiring team for review

2. Initial Phone Screen upon review of hiring team

3. Virtual Face to Face Interview (MS Teams Meeting) scheduled



Screening Requirements:

• 7-year Criminal Background Screening (3 year no exception policy)

• 9 Panel Drug Screen

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**