Job Details

Job Description
Locations Requirements:

*** Although this role is fully Remote, candidates must be located in Missouri or Illinois to be considered.

Training Information:

• Training Course will be conducted Virtually beginning 4/17/2026 and will be 2 weeks

• Training Hours - 8:00 am to 4:30 pm

• All new hires will be required to successfully complete the Customer Service training classes and demonstrate proficiency of the material

Equipment Pick-Up:

• Equipment must be picked up the week before training by the selected candidates

Required Education:

• An education level of at least a High School Diploma or equivalent

Required Advocate Qualifications:

• Demonstrated ability to quickly build rapport and inform customer of program information

• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

• Flexibility to customize approach to meet all types of member communication styles and personalities

• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience

• Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed

Preferred Advocate Qualifications:

• Prefer 1-year prior experience in an office setting, call center setting or phone support role

Job Components and Primary Responsibilities:

• Educate callers on self-service resources available to them and on their responsibilities regarding their health care coverage

• Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)

• Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, OTC, HRA,)

• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)

• Refer members/callers to other resources applicable to their questions/issues where appropriate (e.g., pharmacists, prior authorizations, billing department, transportation, etc.)

• Compassionately educate members about the fundamentals of health care benefits including:

o Managing health and well being

o Offer Next Best Actions on account and follow up appropriately

o Assist members in appointment scheduling to proactively address gaps in care

o Provider education and choosing a quality care provider

o Maximizing the value of their health plan benefits

• Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution, Advocate4Me, compliance, customer follow-up, and attendance.

• Provide compassion and maximize use of community services, support programs, and resources available to member.

Hiring and Interview Process:

1. Resume, Assessment scores and Internet Speeds submitted to hiring team for review

2. Initial Phone Screen upon review of hiring team

3. Virtual Face to Face Interview (MS Teams Meeting) scheduled

Screening Requirements:

• 7-year Criminal Background Screening (3 year no exception policy)

• 9 Panel Drug Screen

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

Benefits:
For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).