Customer Experience Advocate South Florida Community Care Network LLC
Overview
The Customer Experience Advocate at South Florida Community Care Network LLC leads member communications on plan benefits and eligibility. This role focuses on delivering clear educational resources and exceptional service while solving complex issues promptly. You will coordinate with internal teams and external partners to ensure accurate information delivery and maintain strict HIPAA compliance. This position offers a dynamic environment where your efforts directly impact member satisfaction and care outcomes.
What You'll Do11
- 1Build relationships with physicians and patients to explain plan benefits and eligibility clearly
- 2Design comprehensive member education materials using Python and Epic platforms
- 3Lead proactive outreach programs to improve member understanding of coverage options
- 4Resolve escalated member complaints through effective problem-solving techniques
- 5Analyze member interactions to identify systemic issues and implement solutions
- 6Maintain confidential records while documenting all member interactions accurately
- 7Coordinate with clinical staff to provide timely referrals and authorizations
- 8Develop training modules for new hires focusing on communication best practices
- 9Utilize Spark and Airflow to automate routine member data processes
- 10Drive continuous improvement initiatives through data-driven analysis of call metrics
- 11Serve as primary point of contact for member inquiries across multiple channels
Requirements11
- 15+ years managing member relations in healthcare settings
- 2Bilingual proficiency in English and Spanish (speaking only)
- 32-4 years relevant experience with CRM systems and telephony platforms
- 4AWS Certified cloud infrastructure knowledge preferred
- 5Certification in CPC Card program management
- 6Demonstrated ability to work independently under tight deadlines
- 7Strong analytical skills with experience in Excel and SQL databases
- 8Experience with React web applications for member portals
- 9Familiarity with Kubernetes container orchestration for scalable systems
- 10Ability to navigate complex insurance regulations and coding standards
- 11Commitment to diversity and inclusion principles in all interactions
Salary Insight
$37 - $42k per year
Location
Required Skills
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