Healthcare Advocacy Agent
The Healthcare Advocate is a Customer Service Agent specialized in handling healthcare requests for one of UMRF’s healthcare clients. The Advocate provides excellent customer service with compassion, professionalism and empathy while seeking to understand the healthcare concerns of the customer. Advocates process all incoming communication (call, email, chat) and outgoing calls professionally and efficiently, following UMRF Ventures and its client’s processes and procedures.

Responsibilities and Duties

• Handles outbound and/or inbound telephone calls, emails and chats. 

• Advocates the importance and safety of scheduling and following recommended medical treatments. 

• Makes appointments and answers general questions and inquiries. 

• Ensures that clients’ information is managed safely and securely. 

• Provides excellent customer service, compassion, and empathy in a concise and efficient manner, when discussing a customer’s healthcare concerns. 

• Guides clients through scheduling and registration when needed. 

• Commits to learning and understanding the advocacy information and scripts provided by the UMRF Ventures healthcare Client. 

• Secures customer information and maintains customer confidence by completing and safeguarding appointments and keeping personal information confidential. 

• Interacts with customers using a positive tone when providing information, answering questions, or setting appointments.  

• Verifies the provided information with the customer after making an appointment and/or documenting client data. 

• Maintains a positive attitude while communicating or interacting with disagreeable customers. 

• Ensures the integrity and accuracy of all information held on related applications including scheduling systems. 

• Follows UMRF Ventures’ client guidelines and policies. 

• Follows UMRF Ventures’ guidelines and policies. 

• Assists customers with a wide variety of healthcare related questions based on information accessed through a database following established policies and procedures. 

• Maintains current knowledge of assigned project's programs and services through on-going classroom and computer-based training. 

• Troubleshoots complex issues with little guidance. 

• Performs additional client related tasks as directed. 

Qualifications

• Basic healthcare knowledge is preferred.  

• Exceptional interpersonal communication skills with a welcoming and positive tone. 

• Ability to deal with confidential information and/or issues using discretion and judgment. 

• Ability to decipher and articulate the customer perspective to address customer needs and concerns in an empathetic way. 

• Ability to multitask. 

• Ability to work under pressure in a call center environment. 

• Basic computer application knowledge (Microsoft, online communication tools). 

• Organized and analytical problem solver. 

• Current student at the University of Memphis required. 

• College of Health Sciences or School of Public Health students preferred. 

• Customer service experience preferred