Behavioral Health Customer Service Advocate, Dedicated Line - Evernorth Health Services - Remote

Do you have a Master's degree and are ready for a meaningful career where you can make an impact and improve lives? Join us as a Behavioral Health Customer Service Dedicated Advocate- an inbound call center role focused on helping people access needed care.

You will support members and providers seeking services, as well as claim questions for mental health and/or substance use disorders.

This position features a structured work schedule with a designated queue time.

Using empathy, active listening, multitasking, and problem-solving skills, you'll help ensure every caller's experience with Evernorth is both efficient and compassionate.

Key Responsibilities:


* Take back-to-back phone calls from members and providers (calls last about 8-10 minutes).


* Triage and conduct intake for risk of harm and substance use concerns.


* Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements.


* Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call.


* Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support.


* Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once).


* Work with account-specific VIP's to ensure appropriate support for members.


* Provide start-to-finish case ownership with claims by:
+ Explaining how benefits were applied to claims and how claims were processed.
+ Supporting complex case completion and appropriate resolution achieved through any necessary communication.
+ Working with claims examiners to determine appropriate steps in resolution.
+ Communicating with health care professionals to clarify and resolve claims issues impacting the member and provider.
+ Reprocessing claims.

Requirements:


* Master's degree in psychology, social work, or a related field, or Master's degree in another field plus 2+ years of behavioral health experience.


* Customer service experience.


* Strong time management and multitasking abilities.


* Proficiency with typing and PC usage.


* Must remain at your workstation while handling calls from a phone queue.

Training schedule : Monday-Friday, 8:30 AM to 5:00 PM CST

Work schedule : Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an hourly rate of 24 - 36 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bon...