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Independence Blue Cross · 1 day ago

Customer Service Rep (Premier)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Independence Blue Cross is committed to enhancing the health and well-being of the people and communities they serve. They are seeking a Customer Service Representative to provide information, service, and assistance in response to inquiries while maintaining quality performance standards.

Health CareHealth InsuranceInsuranceMedical

Responsibilities

Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries

Available as assigned to accept calls in a professional and courteous manner

Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact

Acquire knowledge of all claims systems applications and member service systems

Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry

Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries

Meets quality performance standards and works within established time frames

Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner

Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend

Ability to ask effective probing questions and deescalate challenging member inquiries and concerns

Supports the area in the ongoing use of TQM principles in a continuous quality improvement process

Performs other duties as assigned

The Call Center is open from 8:00am-11:00pm EST—we ask for flexibility with these hours as business needs dictate our business hours

We do offer an 8% Shift differential for those working the later shifts

Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace

May assist junior staff as needed

Qualification

Customer service experienceProblem-solving skillsBilingualCommunication skillsResearchAnalysisInterpersonal skills

Required

Minimum High School diploma or equivalent

Exceptional customer service, problem-solving skills

Strong communication skills

Demonstrated strong interpersonal skills

With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer-focused professionalism at all times

Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app