Customer Advocate

As a Customer Advocate at HCSC, your primary duties will include responding to telephone and written inquiries from members and physicians in a prompt and accurate manner. You'll spend most of your time on the phone, conducting research to address concerns effectively. The role requires strong communication skills and the ability to manage multiple inquiries throughout the day while maintaining a high level of customer service.

To qualify for the Customer Advocate role at HCSC, applicants need a high school diploma or GED along with a minimum of six months of customer service experience or experience in an office environment. Additionally, strong data entry skills and excellent verbal and written communication abilities are required.

While previous health care experience is not mandatory for the Customer Advocate position at HCSC, it is preferred. Candidates with a better understanding of medical terminology, as well as customer service experience in various health care settings, may have an advantage in this role.

Key skills for a Customer Advocate at HCSC include strong interpersonal and communication skills, both verbal and written. Analytical and organizational skills are also vital, along with the ability to make independent decisions and spend a significant amount of time on the phone. Adaptability and quick learning capabilities will also set you apart in this role.

HCSC offers a robust total rewards package for Customer Advocates, including health and wellness benefits, a 401(k) savings plan, a pension plan, paid time off, and tuition reimbursement. Additionally, employees are respected for their individuality in a workplace committed to diversity.

A good answer would demonstrate your passion for helping others and creating positive experiences. You might say that you enjoy solving problems for customers and find fulfillment in being a part of their health care journey.

It's important to show empathy and patience when handling difficult customers. You could explain a methodical approach—listening actively, validating their feelings, and seeking to resolve the issue while maintaining calmness throughout the conversation.

In answering this question, share a specific instance where you addressed a customer's needs effectively. Highlight your use of problem-solving skills and the positive outcome of your actions that resulted in customer satisfaction.

Answer by detailing your relevant customer service experiences, what you learned from them, and how they prepared you for a role at HCSC. Discuss specific skills such as communication, data entry, or familiarity with health care processes.

Convey how you stay organized and focused by perhaps discussing the use of task management strategies. You might mention that you assess the urgency and impact of inquiries to prioritize your responses effectively.

This question allows you to showcase your knowledge of the health care landscape. Talk about the goals and responsibilities of health care organizations in supporting patients and providers, and how this aligns with HCSC's mission.

Explain your strategies to stay energized and engaged, like taking scheduled breaks, staying hydrated, and reminding yourself of the value you provide to customers with every call.

Share qualities such as empathy, effective communication, problem-solving skills, and adaptability. Emphasize how these traits contribute to providing excellent customer service at HCSC.

Discuss your approach to change, such as seeking clarification when needed, embracing new learning opportunities, and recognizing that adaptability is crucial for personal and organizational growth.

This is an opportunity to express your alignment with HCSC's values and commitment to professional development. Talk about how being part of a purpose-driven company excites you and mention specific aspects of HCSC's rewards and growth opportunities that appeal to you.