Wellmark Blue Cross and Blue Shield · 11 hours ago
Customer Experience Advocate I
Des Moines, IA
Full-time
Hybrid
Entry Level
1+ years expWellmark Blue Cross and Blue Shield is seeking compassionate individuals to join their Operations division as Customer Experience Advocates. This role involves providing exceptional customer service over the phone, assisting members and stakeholders with their health insurance inquiries, and ensuring a positive customer experience.
Financial ServicesHealth InsuranceInsurancePersonal Health
No H1B
Responsibilities
Responsible for delivering an excellent customer experience for member, provider and other stakeholder inquiries via telephone in a contact center environment, while adhering to a structured schedule and meeting quality, attendance and production standards. Strives to provide first call resolution and de-escalates calls, as necessary
Apply customer engagement philosophies and personality-based resolution techniques to all interactions. Integrate Wellmark’s customer experience principles into day-to-day interactions. Anticipate customers’ needs to make it easy to do business with Wellmark
Ensure information about Wellmark’s products and services is clearly communicated by responding accurately, promptly and professionally. Advocate value-based customer experience by handling calls relating to health benefits, claims payment, etc
Develop and maintain positive relationships with members, providers and other stakeholders by using Wellmark-approved methodologies to understand, anticipate, and provide solutions to customer needs. Ensure customers understand their products, benefits, tools and how to use them
Ensure customer records (i.e. claims, membership and/or billing) are processed and updated timely and accurately. Identify and utilize appropriate resources to resolve customer inquiries
Responsible for the analysis and appropriate resolution(s) of claim-related inquiries and processing. Will research, interpret and educate the customer regarding the claim(s) and will then determine next steps required in order to accurately process claims and outstanding claims inquiries
Develop and maintain a strong business acumen within Wellmark market segments/lines of business and group benefit designs
Promote and educate on self-service tools appropriately and accurately. Facilitate and teach customers to use appropriate resources/ tools and how to access health care information to manage health care costs most effectively
Engaged and participate in team meetings, chat, corporate meetings, etc
Promptly follow up on all inquiries and document resolutions. Responsible for the accurate recording and documentation in Wellmark’s system. Will document the type of contact, reason for the inquiry, and other tracking codes, which ensures the sharing of the 'customer experience,' members concerns, and trends to the rest of the company
Other duties as assigned
Qualification
Required
High School Diploma or GED
A minimum of 1 year proven experience engaging with customers (e.g. retail, service, health care provider, nursing, care giver, or teacher)
Experience in customer-centric role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating, and providing solutions to customer needs
Computer literacy – basic computer skills, such as accessing common web and desktop applications, navigating multiple sources of information and word processing
Professional verbal and written communication skills; attention to detail (use of proper sentence structure, proper grammar, with the ability to synthesize member information into a consumable format)
Good judgment and proven problem-solving skills and ability to think independently
Ability to resolve issues and conflicts in a professional manner, while maintaining composure and confidence. Displays empathy and discerns stakeholders' true intent
Collaborates with team members to accomplish goals or outcomes. Builds trust and connects with others, in order to complete work
Ability to adapt to an ever-changing work environment; ability to multitask and manage time
Basic math skills, including subtraction, addition and multiplication
Willingness to be trained on additional market segments, as business need dictates
Ability to come into the office when requested (i.e. team meetings, training, etc.)
Preferred
Associate degree
Demonstrated experience working within specified time constraints, such as a structured schedule with adherence goals, etc
Prior experience and/or knowledge in health insurance or related industry
Benefits
An opportunity to work hybrid, upon meeting performance and system expectations
A strong focus on optimizing the customer experience – our mission is to Make Health Care Better!
A culture of respect, diversity, inclusion, and commitment to our community
A culture of individuals who are curious, committed, and connected
A workplace that values health with access to a fitness facility, health programs, education, and services
An opportunity for career advancement
Exceptional employee benefits, rewards, and growth opportunities
Best-in-class tuition assistance program (we will help pay off any current student loans you might have previously incurred!)
Company
Wellmark Blue Cross and Blue Shield
Wellmark Blue Cross and Blue Shield and its subsidiaries provide health coverage to more than 2 million members in Iowa and South Dakota.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Forsyth
Chief Executive Officer
Andrew Neller
Deputy Chief Information Security Officer
Recent News
2022-02-18
Company data provided by crunchbase