Customer Solutions Advocate

Position Summary:

The Customer Solutions Advocate contributes to the department’s efforts to receive, process, and place referrals with approved network providers according to Federal, State, Client and Company regulations and procedures. As part of the placement processes, work with internal and external stakeholders to ensure timely and accurate delivery of services, achievement of service level agreements and departmental key performance indicators.  Placement processes include receiving inbound referrals, opening new cases, making outbound calls, accepting inbound calls, requesting pertinent information, timely processing of data in company systems, and follow up activities so support a successful placement.

Essential Duties & Responsibilities:

Serves as primary contact for the coordination of therapy services with the injured worker in a high-volume and high-contact environment

Provides exceptional customer experience to injured workers, adjusters, case managers, therapy providers as well as internal business partners

Processes and manages assigned referrals to ensure all company procedures are followed while exceeding client expectations, SLAs, and team and individual KPIs

Maintain compliance with all company and departmental policies and procedures 

Maintain compliance with State and Federal laws and regulations

Provides timely and accurate communication on cases by leveraging phones, fax, email, CRM, and company-specific software

Accepts inbound and outbound calls to support therapy placement activities and processes as well as stakeholder inquiries

Data entry of essential case data is of high accuracy and meets system requirements

Document and track support and ticket requests and ensures proper notification and resolution of issues impacting assigned cases

Troubleshoots patient and/or customer problems, identifies issue source, and works with management on resolution if required

Ability to multitask and handle multiple cases at one time 

Ability to critically think through opportunities to delight the customer 

Attention to detail in accurately documenting information in multiple systems 

Professional and positive phone etiquette 

Other duties as required/assigned  

Minimum Qualifications:

High School diploma or equivalent required.

Bachelor degree preferred, combination of education, training, and experience could be accepted in lieu of degree.

0-1 years of experience in similar role.

Experience with multiple computer systems and programs 

Proficiency in Word, Excel, CRM tools, preferably Salesforce 

Proficient data entry skills

Preferred Qualifications:

Professional and positive phone etiquette 

High attention to detail and ability to execute specific client work instructions

Effective communication and customer service skills 

Able to work with others professionally while completing multiple tasks simultaneously and successfully 

Maintain a professional image and attitude  

Ability to effectively present information and respond to questions from managers, providers, clients, customers and the general public 

Ability to make decisions in the absence of detailed instructions and work independently or in a team environment  

Advanced reasoning and problem-solving abilities and planning skills. 

Ability to work independently and in a team environment

Bilingual/Fluent in Spanish is preferred

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Prolonged periods sitting at a desk and working on a computer

Bardavon offers a complete benefits package, including medical, dental, and vision insurance; 401(k); and generous paid time off.