Senior Customer Experience Advocate

United Statessenior

Customer SuccessCustomer Experience

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Quick Summary

Overview

About Texicare Founded in 2023 as a mission-driven health affiliate of Texas Mutual, Texicare was created by a group of seasoned healthcare professionals, and is headquartered in Austin, Texas.

Technical Tools

Customer SuccessCustomer Experience

What We Offer

~1 min read

Serving as a primary escalation point for complex or sensitive stakeholder inquiries across electronic correspondence, ensuring high-quality resolution and exceptional service delivery.
Overseeing the lifecycle of complex stakeholder issues from initial discovery through final resolution, coordinating cross-functional efforts, ensuring timely follow-up, and maintaining clear, proactive communication.
Acting as a trusted expert in benefits, policies, claims, and internal processes; provide guidance to team members and stakeholders on nuanced or high-impact scenarios.
Identifying root causes of recurring issues, recommend and influence process improvements, and partner with leadership to implement solutions that enhance the overall customer experience.
Documenting all customer interactions within the Customer Relationship Management (CRM) system to ensure a seamless member experience and to satisfy HIPAA, privacy, and internal regulatory audit standards.
Analyzing and interpreting complex plan documents to provide authoritative guidance on eligibility, coverage, and cost-sharing.
Leading the resolution of complex claims and billing discrepancies, including initiating and tracking escalations, reprocessing, and cross-departmental coordination to ensure accurate outcomes.
Partnering with operational and support teams to identify systemic issues, validate data integrity, and ensure sustainable resolution of identified gaps.
Serving as the team lead and go-to resource for customer advocates; provide real-time support, coaching, and mentorship to enhance team capability and performance.
Supporting onboarding and ongoing training initiatives; developing and maintaining knowledge resources, best practices, and processing documentation to elevate team effectiveness.
Modeling best-in-class service delivery; support quality assurance efforts by reviewing interactions, providing feedback, and reinforcing service standards across the team.

Requirements

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A high school diploma or equivalent required; associate or bachelor’s degree preferred.
At least 4 years of experience working in a fast-paced call center environment, ideally in healthcare customer service.
Experience supporting multiple communication channels (phone, chat, email).
Working knowledge of health insurance terminology, claims processing, benefits, and/or provider services preferred.
Demonstrated leadership skills, including the ability to guide and support teammates, contribute to daily team operations, and help move department priorities forward.
Strong verbal and written communication skills.
Demonstrated ability to work in a fast-paced, metric-driven environment.
Proficiency with computer systems and ability to navigate multiple platforms simultaneously.
A quiet, dedicated workspace, free from distraction to best serve stakeholders.