Bilingual Customer Care Advocate I

HMA is the premier third-party health plan administrator across the PNW and beyond. We relentlessly deliver on our promise to provide medium to large-size employers with customized health plans. We offer various high-quality, affordable healthcare plan options supported with best-in-class customer service. 

We are proud to say that for three years, HMA has been chosen as a ‘Washington’s Best Workplaces’ by our Staff and PSBJ™. Our vision, ‘Proving What’s Possible in Healthcare™,’ and our values, People First!, Be Extraordinary, Work Courageously, Own It, and Win Together, shape our culture, influence our decisions, and drive our results.

What we are looking for: We are always searching for unique people to add to our team. We only hire people that care deeply about others, thrive in evolving environments, gain satisfaction from being part of a team, are motivated by tackling complex challenges, are courageous enough to share ideas, action-oriented, resilient, and results-driven. 

What you can expect: You can expect an inclusive, flexible, and fun culture, comprehensive salary, pay transparency, benefits, and time off package with plenty of personal development and growth opportunities. If you are looking for meaningful work, a clear purpose, high standards, work/life balance, and the ability to contribute to something important, find out more about us at: https://www.accesshma.com/

How YOU will make a Difference:

The Customer Care Advocate at HMA responds to customer incoming phone calls and written inquiries; from clients, providers and members inquiring about eligibility, benefits, and the status of claims. You will quickly research and troubleshoot inquiries delivering information to callers that helps them better understand and utilize their benefit plans. The CCA plays a key front-line role in our mission to revolutionize customer service in the Healthcare industry!

Employees in this position may be scheduled for shifts beginning as early as 6:45 a.m. and ending as late as 6:15 p.m. Applicants must be available to work any assigned shift within these hours.

What YOU will do:

• Be a ‘Trusted Advisor’ for our members
• Serve our Members, Providers, Brokers and Clients by quoting accurate Eligibility, Benefit, Claim Status via call and written communication
• Advocate for callers by working with internal and external stakeholder to report, resolve inquiries, and prevent them from reoccurring
• Follow-up with callers timely to ensure customer satisfaction
• Listen for understanding in order to competently address questions on an array of topics
• Maintain a personable, courteous, and professional demeanor at all times
• Strive for first call resolution by applying your ability to “think outside the box” and taking true ownership of the customer experience
• Perform multiple tasks and navigate multiple systems to investigate and respond to our customer needs.
• Apply organization and written communication skills to quickly document phone conversations, noting key themes and resolutions
• Proactively raise recurring issues/questions with management for further review
• Own your personal development to achieve job proficiency and meet performance goals

Requirements

• 1-3+ years of experience providing superior service in a call center environment or providers office, preferably in the healthcare industry
• High school diploma or equivalent
• Knowledge of medical, vision and dental terminology preferred
• Knowledge of customer service ethics, principles and procedures
• Strong verbal, written communications skills and analytical abilities
• Extensive keyboarding skills, including the ability to talk and document simultaneously
• Attention to detail and accuracy
• Proven ability to work independently and in a team environment
• Basic proficiency using Microsoft Office: Word, Excel, Instant Messaging and Outlook
• Ability to multitask including being able to maintain the flow of a conversation while typing 40+ WPM
• Bilingual (Spanish/English) skills a plus

Benefits

Compensation:

The base salary range for this position in the greater Seattle area is $24/hr - $26/hr for a level I and varies dependent on geography, skills, experience, education, and other job or market-related factors. While we are looking for level I, we may consider level II for highly qualified candidates. 

Disclaimer: The salary, other compensation, and benefits information are accurate as of this posting date. HMA reserves the right to modify this information at any time, subject to applicable law.

In addition, HMA provides a generous total rewards package for full-time employees that includes:

• Seventeen (IC) days paid time off (individual contributors)
• Twelve paid holidays
• Two paid personal and one paid volunteer day
• Company-subsidized medical, dental, vision, and prescription insurance
• Company-paid disability, life, and AD&D insurances
• Voluntary insurances
• HSA and FSA pre-tax programs
• 401(k)-retirement plan with company match
• Annual $500 wellness incentive and a $600 wellness reimbursement
• Remote work and continuing education reimbursements
• Discount program
• Parental leave
• Up to $1,000 annual charitable giving match

How we Support your Work, Life, and Wellness Goals

At HMA, we believe in recognizing and celebrating the achievements of our dedicated staff. We offer flexibility to work schedules that support people in all time zones across the US, ensuring a healthy work-life balance. Employees have the option to work remotely or enjoy the amenities of our renovated office located just outside Seattle with free parking, gym, and a multitude of refreshments. Our performance management program is designed to elevate career growth opportunities, fostering a collaborative work culture where every team member can thrive. We also prioritize having fun together by hosting in person events throughout the year including an annual all hands, summer picnic, trivia night, and a holiday party.

We hire people from across the US (excluding the state of Hawaii and the cities of Los Angeles and San Francisco.) 

HMA requires a background screen prior to employment.

Protected Health Information (PHI) Access Healthcare Management Administrators (HMA); employees may encounter protected health information (PHI) in the regular course of their work. All PHI shall be used and disclosed on a need-to-know-basis and according to HMA’s standard policies and procedures.

HMA is an Equal Opportunity Employer.

For more information about HMA, visit: https://www.accesshma.com/