Research Associate

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.  Join our award winning team!

2025:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)

BASIC FUNCTION

Responsible for researching and understand websites and reference materials regarding the healthcare system; provide information to nurses regarding providers, eldercare, nursing homes and other  requested information; respond to member requests by providing specific resources and options; track cases and follow-up with members and providers in a timely manner

MAJOR JOB ACCOUNTABILITIES

Research Functions – Research and understand websites and reference materials regarding the healthcare system ensuring adherence to department and corporate policies and procedures

• Research and document request information (e.g., primary care physicians, dentists, etc.)
• Identify appropriate benefit plans for benefit offerings
• Provide information to advocates regarding providers, eldercare, nursing homes and other  requested information
• Respond to member requests by providing specific resources and options
• Enter all required documentation into the system and ensure its accuracy
• Ensure research results are compiled in a user friendly format for members to review and respond
• Track cases and follow-up with members and providers in a timely manner
• Exercise exceptional customer service skills in an effort to optimize each contact with the member
• Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
• Know and support approved departmental and corporate policies and procedures relating to benefit issues
• Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA)

Healthcare System Research Assistance - Assist in resolving routine research issues by identifying issue(s) and researching in a timely manner

*Follow research through until resolution

*Document all issues thoroughly maintaining department files or appropriate system

*Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services

*Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels

Team Interfaces/Customer Service - Establish and maintain a professional relationship with

internal/external customers, team members and department contacts

* Cooperate with team members to meet goals or to complete tasks

* Provide quality customer service that exceeds customer expectations and improves level of

service being provided

* Treat all internal/external customers, team members and department contacts with

dignity/respect

* Escalate to supervisor any situation outside the employee's control that could adversely impact

the services being provided

Mental and Physical Requirements

*This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers 

*The nature of the work in this position is sedentary and the incumbent will be sitting most of the time. 

*Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day

*Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned - -

* The job description documents the general nature and level of work but is not intended to be a

comprehensive list of all activities, duties, and responsibilities required of job incumbents

* Consequently, job incumbents may be asked to perform other duties as required

* Also note, that reasonable accommodations may be made to enable individuals with disabilities

to perform the functions outlined above

* Please contact your local Employee Relations representative to request a review of any such accommodations

MINIMUM QUALIFICATIONS

Applicant for this job will be expected to meet the following minimum qualifications.

Education

* High School Diploma or G.E.D.   

* Associates degree from an accredited college or university with major course work in business

administration, liberal arts, healthcare management, or a related field preferred.

Experience

* Minimum of one year healthcare experience preferred

Other

* Basic knowledge of MS Word, Excel, and Web Navigation required

* Must score acceptably on job related testing

* Ability to pass standardized interview

* Based on assignment may need to be bilingual in English, Spanish, etc.

A successful incumbent in the job will be able to demonstrate the following skills and abilities:

• Strong communication (verbal and written) skills and phone etiquette
• Ability to provide requested research or information to physicians’ offices, hospitals, insurance companies and nurses
• Highly effective listening skills
• Strong problems solving/issue resolution skills
• Excellent customer service and customer resolution skills
• Organizational and administrative skills including follow-up on issues and the ability to multitask.
• Ability to work in a team environment

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2025:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2021:

• Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner

• Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up

• Communicator Award of Distinction: October 2019 Broker News

• MarCom Awards: Gold, COVID Staycation Ideas brochure

• MarCom Awards: Platinum, 2021 Well-being Calendar

• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Physical Requirements:
This position is primarily on-site and requires the ability to move throughout the workplace to provide in-person counseling and wellness support. The role involves periods of sitting for one-on-one or group sessions, as well as standing or light movement during group activities, workshops, and team-building events. Essential physical functions include speaking, hearing, and manual dexterity for documenting case notes, navigating computer systems, and facilitating wellness interventions. Occasional lifting of light materials (up to 15 pounds) may be needed for wellness activities or event setup. Frequent use of a computer is required, including typing, mouse navigation, and viewing digital content. Visual acuity is necessary for reading client records, electronic documentation, and conducting virtual sessions when needed.

Mental and Cognitive Requirements:
The role requires strong emotional resilience, active listening, and the ability to assess and respond to sensitive mental health concerns. Counselors must exercise sound clinical judgment in crisis situations, maintain professional boundaries, and uphold confidentiality. The ability to develop therapeutic rapport, apply evidence-based interventions, and manage documentation with accuracy is essential. The role also requires facilitation skills for group sessions and the ability to consult with leadership.

Work Environment:
This position is fully on-site and embedded within the Trust and Safety operational environment. The counselor must be comfortable working in a dynamic and fast-paced setting that may include exposure to discussions of distressing content. The workspace includes a private, designated office for confidential counseling and group programming, with access to standard office equipment and secure data systems.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)