Summary of a VIP Concierge Client Advocate
The VIP Concierge Client Advocate position offers a dynamic and fast-paced environment, providing exceptional VIP concierge customer service to our clients. This role entails handling inbound and outbound phone calls throughout the day while ensuring a professional and high-level service experience. Additionally, you will be responsible for timely problem-solving tasks on an hourly/daily basis, including assisting with health insurance claims, participating in conference calls to address Medicare and insurance issues, and returning client voicemails. Moreover, clerical duties such as drafting professional letters and emails to clients, third-party providers, and insurance companies will be part of your responsibilities. Proficiency in grammar, computer skills, extensive Microsoft Office experience, and the ability to multitask are essential for success in this role.
Within the first three months, you will be expected to accomplish the following:
Onboarding:
Complete and submit all required onboarding documents within the first week of your hire date.
Insurance License:
Successfully complete the Pre-License Life & Health Insurance Course, which will be paid for by Stevens & Associates Insurance Agency. Completion of the course should be done within the first two weeks.
Take the State Exam for insurance licensure within the first three months.
Training:
Successfully complete the Client Advocate Training and demonstrate proficiency in the training basics.
Phone Calls:
Efficiently handle up to 30 phone calls per day.
HIPAA:
Gain a comprehensive understanding of HIPAA regulations and their significance.
AEP/OEP:
Acquire knowledge about the Annual Enrollment Period (AEP) and Open Enrollment Period (OEP) and their respective timelines.
Birthday Rule:
Understand the "Birthday Rule" related to Medicare Supplement Insurance.
Forms:
Familiarize yourself with the purpose and completion process of Blue Sheets, Orange Sheets, Pink Sheets, and SOA (Summary of Accounts) forms.
Medicare:
Develop an understanding of key Medicare terms, premiums, and plans.
Insurance:
Learn how to access insurance portals and effectively communicate with insurance carriers to assist clients in resolving customer service-related issues.
Covered CA/ACA:
Gain knowledge about Covered CA (California's health insurance marketplace) and the Affordable Care Act (ACA) and learn how to navigate these systems.
4 Pillar Resolution System:
Comprehend the 4 Pillar Resolution System, which involves identifying insurance benefits, exploring alternatives, negotiating, and accessing discounts, subsidies, and grants.
Time Keeping:
Understand the correct and accurate process for completing your timecard. Currently, time worked is recorded through an Excel spreadsheet and submitted daily to the Office Manager. Detailed instructions regarding break times (10-minute breaks and lunch breaks) will be provided through Teams.
Expectations/Skills Required:
Maintain a professional and positive demeanor, with a clean record and a reputation for reliability and dependability.
Exhibit strong organizational and time management skills.
Possess excellent verbal and written communication skills.
Demonstrate a high level of customer service experience.
Be a quick problem solver.
Be computer literate.
Work effectively both independently and as a member of a team.
Thrive in a fast-paced and adaptable environment.
Display a friendly and energetic attitude.
Collaborate well with others and be a team player.
Must be bilingual
Job Type: Full-time
Pay: $19.00 - $22.00 per hour to start
We are a merit-based company, with raises and competitive year-end bonuses / customer service bonuses
Benefits:
Medical, dental, vision, simple IRA with 3% match, and paid life and health license certification
