Customer Advocate Level I

Position Summary
As a Customer Advocate, you will be supporting communication between MedRisk/SPNet’s network providers and referring adjusters and nurse case managers. You will report to the Customer Advocate Team Lead and/or Supervisor to help strengthen MedRisk/SPNet’s referral process, ensuring efficient workflow, while increasing customer satisfaction. Acting as liaison, the Customer Advocate tracks patient progress from the start of treatment, throughout treatment, and through to closure by obtaining relevant case updates from providers, including but not limited to dates of service, compliance, treatment notes, and continued authorization. They are responsible for maintaining the integrity of the case file and related documents and communicating professionally and effectively with the customer.
Level I
Primary Duties & Responsibilities
Manage claims and monitor case status by confirming patient attendance with network providers, and addressing any concerns regarding compliance
Properly update all case related data to MedRisk’s database/platform
Track and relay authorization to our providers as directed by the clients with confirmations to the adjuster and NCM
Be knowledgeable regarding the client’s unique needs and respond appropriately
Build approachable, professional relationships with providers and referring customers.
Compliance with HIPAA and URAC guidelines
Employee is expected to work a minimum of 48 tasks daily
Qualifications
Bachelor’s Degree preferred; impeccable customer service skills with 2-3 years of experience preferred
Healthcare experience required; minimum of 1 year preferred
Experience working with a US company (PH specific)
Ability to work independently and multi task in a fast paced environment
Detail oriented
Excellent verbal & written communication skills
Basic knowledge of Microsoft Word, Excel, Outlook and Teams
Computer skills in Windows environment
Time management and strong organizational skills
Adaptability
Ability to receive constructive feedback
Strong work ethic
Competencies(choose at least 4)
Customer Focus
Comprehensive Computer Skills
Listening
Informing
Action Oriented
Ethics and Values
Priority Setting
Integrity and Trust
Working Conditions & Physical Requirements
Office& Home environment
While mostly sedentary, the job includes walking, standing, sitting, possible twisting, kneeling
Visual acuity (color, depthperceptionand field of vision)
Substantial movements (motions) of the arms, wrists, hands, and/or fingers
This position requires consistent communication both verbally and electronically. Candidate must be able to utilize exceptional verbal and written communication skills.

Work arrangement
Yes