Intermediate/Senior Customer Experience Advocate

Texicare

Customer Experience Advocate delivering service and support for health inquiries in Texas. Collaborating with stakeholders and providing solutions to enhance customer experiences.

Posted 5/12/2026full-timeRemote • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Respond to inquiries from members, providers, and brokers, delivering timely, accurate, and high-quality service.
Phone will be the primary channel of communication, with some use of email and chat as well.
Manage the end-to-end lifecycle of inquiries, ensuring clear communication, thorough follow-up, and complete resolution.
Research and resolve issues related to benefits, eligibility, claims status, billing discrepancies, and cost-sharing.
Interpret plan documents, policies, and internal guidelines to provide clear and accurate guidance.
Initiate and track claims adjustments, reprocessing, or escalations in accordance with established procedures.
Identify root causes of issues, address underlying needs, and recommend process improvements.
Document all interactions in the CRM system (Salesforce) in compliance with HIPAA, privacy, and audit requirements.
Collaborate with cross-functional teams to validate data, resolve issues, and address systemic challenges.
Regularly work a schedule of 8:00 a.m. to 5:00 p.m. Central time, Mondays through Fridays.
Serve as an escalation point for complex or sensitive inquiries, ensuring effective and timely resolution.
Act as a subject matter expert, providing guidance on complex benefits, claims, and policy scenarios.
Lead cross-functional coordination to resolve high-impact issues and drive sustainable solutions.
Mentor and support team members through coaching, training, and knowledge sharing.
Contribute to quality assurance and continuous improvement efforts, modeling best-in-class service delivery.

Requirements

What you’ll need

A high school diploma or equivalent required; Associate or Bachelor’s degree preferred.
Experience working in a fast-paced call center environment, ideally in healthcare customer service.
You should have at least 2 years of related work experience for the intermediate role and 4 years for the senior role.
Experience supporting multiple communication channels (phone, chat, email).
Working knowledge of health insurance terminology, claims processing, benefits, and/or provider services preferred.
Strong verbal and written communication skills.
Demonstrated ability to work in a fast-paced, metrics-driven environment.
Proficiency with computer systems and ability to navigate multiple platforms simultaneously.
A quiet, dedicated work space, free from distraction to best serve stakeholders.
It would be great if you are bilingual in English and Spanish.
Have previous experience in a HIPAA-regulated environment.

Benefits

Comp & perks

Automatic 4% employer contribution to retirement plan
401k plan with 100% match up to 6%
Flexible time off for vacation, illness, etc.
Nine paid holidays
Day one health, Rx, vision, and dental insurance
Life and disability insurance
Flexible spending account
Pet coverage and pet Rx discounts
Free identity theft protection
Free 2nd medical opinion service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

claims processingbenefits administrationissue resolutiondata validationprocess improvementcustomer servicebilingual (English and Spanish)HIPAA complianceCRM (Salesforce)communication channel management

Soft Skills

verbal communicationwritten communicationteam collaborationmentoringcoachingproblem-solvingattention to detailtime managementadaptabilitycustomer focus