Customer Advocate I

U.S. Department of Labor

Customer Advocate managing inquiries from members and providers at Blue Cross and Blue Shield of Kansas City. Delivering high-quality customer service and resolving membership issues efficiently.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Responsible for responding to a variety of inquiries from members and their dependents, hospitals, providers, attorneys and agents
Interpret multiple contracts in response to benefit and claim inquiries
Research membership database and billing history to resolve membership issues
Provides a high degree of customer service including receiving and responding to telephone calls, letters or walk-in customers
Educates and works with members at different health literacy levels with cultural sensitivity
Enters record of inquiries and related correspondence in computerized tracking system
Researches applicable medical policy and corporate, divisional, and department policies and procedures
Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance
Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.)
Maintains confidentiality of all regulated information in compliance with state and federal laws
Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to audience
Recognizes trends or common issues and raises to leadership as necessary
Provides solution options as appropriate
Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner
Delivers positive customer and member experience on a consistent basis
For FEP positions must complete additional FEP training program for FEP system and procedures

Requirements

What you’ll need

High school diploma or general education degree (GED)
2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience
Advanced Keyboarding Knowledge
Intermediate knowledge of Microsoft Office
Must have previous experience taking provider calls, preferably BlueCard
Associates degree from college or technical school (preferred)
Previous experience with on-line customer service applications (preferred)
Medical terminology and ICD/CPT coding knowledge (preferred)
Experience taking Blue KC member calls (preferred)

Benefits

Comp & perks

Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute
Annual incentive bonus plan based on company achievement of goals
Time away from work including paid holidays, paid time off and volunteer time off
Professional development courses, mentorship opportunities, and tuition reimbursement program
Paid parental leave and adoption leave with adoption financial assistance
Employee discount program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceclaims processingmedical terminologyICD codingCPT codingadvanced keyboardingMicrosoft Officeonline customer service applicationscontract interpretationmembership database research

Soft Skills

cultural sensitivityprofessionalismtime managementcommunicationproblem-solvingtrend recognitioncustomer-centric approachindependenceadaptabilityattention to detail

Certifications

high school diplomaGEDassociates degree