Senior Advisor Contact

Job Summary

Supporting service advocates in resolving complex customer issues, the full-time Senior Advisor Contact will serve as a subject matter expert for escalated member/provider complaints, assist in daily departmental activities, and contribute to continuous improvement efforts while working remotely.

Key responsibilities

• Act as the primary resource for senior leadership to resolve escalated member/provider complaints and issues
• Assist the supervisor in managing daily departmental activities and provide guidance to less experienced service advocates
• Support continuous improvement initiatives by identifying and resolving operational problems

Required qualifications

• Minimum of 3 years of experience in customer service, healthcare operations, or a related field
• Proven ability to resolve complex member/provider issues and complaints
• Experience mentoring and guiding less experienced team members
• Familiarity with standard business practices, procedures, and operational policies
• High school diploma, GED, or equivalent qualification