Customer Service Rep (Member Help Team)

Independence Blue Cross is dedicated to enhancing the health and well-being of the communities they serve. They are seeking a Customer Service Representative to provide information and assistance to members, ensuring a high level of service and support in a remote environment.

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

Requirements:

• High school diploma required
• Ability to complete 10-12 week training class and demonstrate proficiency of the material
• Strong interpersonal and organizational skills in a fast-paced environment
• Excellent oral and written communications skills
• Ability to problem solve, prioritize, and maintain a flexible disposition required
• Computer skills required
• Customer focused professionalism
• Ability to work from home with private quiet workspace
• Schedule flexibility during all hours of business (8:00 am - 8:15 pm Sunday – Sunday) including the ability to work one late night and one weekend day
• The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need
• Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app
• Bachelor's Degree
• Medicare knowledge strongly preferred
• Call Center Experience strongly preferred
• Prior experience with and demonstrated proficiency in Microsoft Office Products strongly preferred