Customer Chat Process

Primary Responsibilities

Communicate with consumers to resolve their queries during AEP period, primarily through messaging, giving time flexibility and thus resulting in a superior customer service experience for the consumer.

Must Have Skills

Written communication skills: Advocates must have the ability to communicate online in a conversational manner that promotes dialogue and establishes rapport. Advocates must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that advocate have an aptitude for knowing when to apply the dos and don'ts of online communication.

Typing skills: The ability to type at a reasonable pace, 35 words a minute (WPM).

Multi-tasking: Advocates need to be able to simultaneously provide product information, use service engagement skills, and efficiently use service resources.

Technology comfort and know-how: Advocates must be adept at using the Advocate Workspace, other technology, and automation tools.

App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the advocates knowledge. Advocates will need to maintain a high level of familiarity with the digital property the consumer is using.

Analytical and judgment skills: Advocates need to read between the lines. Visitors don't necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement.

Flexibility: Advocates need to be able to adapt to continual change as the department fine-tunes the messaging program.

Nice To Have Skills

Healthcare domain knowledge Claims, Benefits, Provider, Pharmacy, etc.