Highmark Health Associate Customer Service Advocate in Wilkes-Barre, Pennsylvania


Job Description


Handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.


  • Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.

  • Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.

  • Meets all production, quality, and adherence standards. Attends all required training classes.

  • Elevates issues to next level of supervision, as appropriate.

  • Maintains accurate records, including timekeeping records.

  • Other duties as assigned or requested.



  • High School Diploma or GED required for all levels

  • 1-2 years customer service experience in a call center preferred with healthcare customer service strongly preferred


  • Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.

  • Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.

  • Ability to take direction and to navigate through multiple systems simultaneously.

  • Ability to maintain composure under stressful and fast-paced conditions.

  • Strong written and verbal communication skills

  • Ability to communicate complex information in a simple, customer facing way

Additional Information:

Training schedule- 9 weeks -8:15 AM -5:00 PM M-F.

Work schedule - 8:00 AM – 8:00 PM M-F (40 hour work week)

This job requires the ability to work as a team member. Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours, holidays and/or weekends.


Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity