Health Advocate

Customer Success Manager

• Drive industry-leading, profitable growth from existing clients by building trusted relationships
• Manage a portfolio of enterprise clients with elevated expectations
• Proactively identify and mitigate churn risk through early indicators and client insight
• Implement proactive retention strategies that address dissatisfaction, value gaps, utilization challenges, and service quality issues before they escalate
• Develop trusted, referenceable relationships across client stakeholder groups
• Communicate the value and outcomes of Health Advocate services with confidence and clarity
• Advocate internally for client needs while balancing business priorities
• Track and act on KPIs and leading indicators that predict client health and churn risk

Client Success Executive – Enterprise

Customer Support

• Provide Direct Support: Handle incoming calls, explain healthcare benefits, services, and provider options clearly.
• Resolve Member Issues: Identify needs, research information, and determine appropriate next steps or referrals.
• Coordinate Follow-Up: Make outbound calls as needed to complete research or deliver updates.
• Maintain Accurate Records: Collect and update member demographic data in the system.
• Ensure Compliance: Follow company procedures and healthcare regulations, including HIPAA and COBRA guidelines.
• Collaborate Across Teams: Transfer inquiries to the appropriate internal/external contacts when needed.

Customer Care Associate

Human Resources

• Helping Members Understand Their Benefits
• Answer incoming calls and respond to benefit questions with clarity and compassion.
• Explain medical, dental, vision, pharmacy, life, disability, FSAs/HSAs, and other plans in easy-to-understand terms.
• Guiding Open Enrollment & Life Event Decisions
• Support members as they choose benefits during open enrollment, as new hires, or when their life circumstances change.
• Compare and contrast plan options so members feel confident in their selections.
• Providing Expert Navigation Across Coverage Types
• Discuss Marketplace/exchange plans, COBRA, Medicare, and individual plans.
• Help members understand costs, coverage, provider choices, and plan rules.
• Solving Benefit Issues with Care & Accuracy
• Research benefit concerns thoroughly and follow through until resolved.
• Document all cases accurately while maintaining strict confidentiality.
• Ensure compliance with HIPAA, COBRA, ACA, and all federal regulations.
• Delivering Outstanding Member Experiences
• Build trust quickly over the phone.
• Provide objective, empathetic guidance—no sales, no quotas, just real support.

Benefits Specialist

Claims Specialist

• Investigate billing discrepancies and coordinate resolutions among members and providers
• Manage cases involving Medicaid, Medicare, and other benefit programs
• Help members understand their benefit plans and guide them through claims scenarios
• Adhere to internal policies and ensure accuracy in processing claims