Customer Service Rep (Premier)

Independence Blue Cross is a healthcare organization focused on enhancing the health and well-being of the people and communities it serves. The Customer Service Representative provides accurate information, service, and assistance to members through calls and written inquiries, researches issues across internal systems, completes follow-up actions, and meets quality standards.

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:

• Minimum High School diploma or equivalent
• 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
• Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app
• Two years of college education preferred
• 2-3 years proven work experience with customer contact preferred
• Experience in the hospitality, healthcare, or pharmaceutical industry
• Exceptional customer service, problem-solving skills
• Bilingual a plus
• Strong communication skills
• Demonstrated strong interpersonal skills