Customer Service Advocate I

BCforward is currently seeking a highly motivated Customer Service Advocate II in Indiana

Job Title: Customer Service Advocate I
Location: Remote (Indiana)
Pay Rate: $19.38/hour (additional $1.00/hour for bilingual Spanish-speaking candidates)
Target Start Date: June ,2025
Assignment Duration: 3 Months (Contract-to-Hire Potential)
Work Schedule: Monday-Friday, 11:00 AM - 8:00 PM EST

Position Purpose

The Customer Service Advocate I serves as a first-line advocate, providing timely, accurate, and personalized support to Medicaid members and healthcare providers. This role primarily supports incoming inquiries in a fast-paced contact center environment using multiple communication channels, including phone, live chat, and email.

Key Responsibilities

• Respond to routine member and/or provider inquiries, concerns, and service requests with accuracy and professionalism.
• Resolve issues during the initial contact to prevent escalation of complaints.
• Deliver personalized solutions by understanding and assessing customer needs.
• Collaborate with other departments for complex issue resolution.
• Maintain performance and quality metrics established by the contact center.
• Document all communications in the Customer Relationship Management (CRM) system.
• Stay updated on internal policies, regulatory requirements, and quality standards.
• Participate in team meetings, coaching, and ongoing training.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or GED
• Fluent in English and Spanish (verbal and written)
• Strong communication skills with the ability to multitask using multiple systems and programs
• Must be available to work the full shift from 11:00 AM - 8:00 PM EST

Preferred Qualifications

• Prior experience in a call center or customer service environment
• Familiarity with Medicaid or healthcare customer service is a plus

Candidate Attributes

• Friendly, supportive, and team-oriented
• Quick learner with adaptability to changing processes and procedures
• Empathetic and solution-focused in member and provider interactions

Work Environment

• Remote work setup (Indiana residents only)
• Inbound call center supporting both English and Spanish-speaking Medicaid members
• Supportive team structure including managers, supervisors, and team leads for coaching

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 238645 when responding to this ad.