The Role

A Customer Engagement Associate (CEA) handles creating a concierge-level experience for members by navigating them through the surgical continuum. As the company's face to our members, the CEA plays a critical role in the success of the business by developing high-quality relationships and creating memorable experiences. A critical aspect of our CEA role is engaging and selling the value of our service to every member. Responsibilities include answering questions, education on the surgery process, incentives for participation, and helping with provider selection along with coordination with physician offices. Successful CEAs will not only engage new members but will always look to go the extra mile to make all members navigating complexities of surgery feel supported and valued. High energy, an empathetic approach, and passion for providing top-tier customer service are necessary! Must have ability to operate in a fast-paced environment centered around customer excellence over all things! If you are passionate about helping others and making a difference within the healthcare space, this role offers rewarding opportunity to positively impact the lives of our members and their families.

Pay Range: Starting at $20.00 an hour + competitive monthly bonus program.

Shift Schedules: All Customer Engagement Advocate schedules are Monday-Friday.

• 7:00AM-4:00PM
• 7:30AM-4:30PM
• 8:00AM-5:00PM
• 8:30AM-5:30PM
• 9:00AM-6:00PM
• 9:30AM-6:30PM
• 10:00AM-7:00PM

We also have rotating shifts that you will be asked to cover occasionally: M-F, 6:00AM-3:00PM and 1:00PM-10:00PM. THIS IS A 100% ONSITE POSITION.

Responsibilities and Duties:

• Accountable for engaging and educating new and existing members on our SurgeryPlus offering and ensuring all benefits are clearly articulated and understood.
• Advocate for members by coordinating appointments and travel while assisting with appropriate venue selection.
• Collaborate with healthcare providers, insurance companies and other 3rd party partners to ensure coordinated and comprehensive care for members.
• Assist members in understanding their medical provider options.
• Address member concerns, related to medical care and scheduling.
• Assist with provider selection to meet member needs.
• Maintain accurate documentation of member interactions, including concerns, action taken and outcomes.
• Follow up, resolve, and document issues with routing of inquiries needing further investigation to the appropriate department.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.

Qualifications

Requirements

• Bachelor’s degree in healthcare administration, social services, public health, or related field strongly preferred.
• High school diploma required.
• 1-3 years of experience in a customer service and/or sales enablement role.
• Ability to empathize with members throughout their medical journey.
• Strong written and verbal communication skills.
• Strong critical thinking and problem-solving skills.
• Ability to effectively organize work activities to meet deadlines.
• Ability to work independently and as part of a cross-functional team.
• Knowledge of medical terminology, healthcare procedures and insurance systems are a plus but not required.
• Bilingual (Spanish & English) preferred.

The Company

Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.