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Customer Service Rep Ii - Klasc (Grand Rapids) C-S-R

Company

Blue Cross Blue Shield of Michigan
Address , Grand Rapids, Mi
Employment type FULL_TIME
Salary
Expires 2023-10-05
Posted at 8 months ago
Job Description

Customer Service Rep II

Full-time

Shift: 8:00 am to 6:00 pm

(Shift bidding process based on seniority)

Grand Rapids, MI

Blue Cross Blue Shield of Michigan is looking for outgoing, energetic, phone friendly individuals to work in a fast-paced call center environment. The successful completion of our CSR on-line assessment is required.

Evaluates, and resolves inquiries involving a variety of claim, benefit, membership, and/or billing inquiries. Must be able to pass the Customer Service selection process, in order to interview.

  • Resolves customer inquiries through clear and simple explanations of the applicable policy and/or procedure.
  • Perform other related duties as assigned.
  • Reroutes misdirected inquiries.
  • Follows department/corporate reporting policies and procedures requirements.
  • May assist less experienced Customer Service Representatives and handle unusual or urgent inquiries, including irate calls.
  • Interacts with others inside and outside the organization to resolve the inquiry/claim related problems.
  • Provides accurate and timely servicing responses via telephone, and/or written correspondence to our internal and external customers.
  • Organizes work to meet productivity and quality standards.
  • Conducts internal and external research to determine and request the data needed to handle inquiries from internal and external business partners.

Qualifications

  • Demonstrated command of all oral, written, and interpersonal skills necessary for communications with subscribers, beneficiaries, accounts or providers, in a clear, concise and tactful manner.
  • Three (3) years of total related experience or in the absence of internal BCBSM experience, the following may apply: A total of three (3) years of related work experience in areas such as public/customer service, sales representative, claims processing, enrollment/membership, or billing processing. Eighteen (18) months as an Account Clerk IV in Group Billing/Direct Billed/Auto National Membership and Support Departments.
  • Other related skills and/or abilities may be required to perform this job.
  • Demonstrated ability to resolve inquiries related to benefits, claims processing, and/or membership/billing, with little or no assistance.
  • Work experience requirements may be modified within the three (3) year total, to fit individual unit needs. Must be able to pass the Customer Service selection process.
  • Demonstrated knowledge of policies, practices and procedures related to membership, billing, contract coverage or changes, rating and eligibility requirements, and/or claims processing.
  • Employees shall meet a twenty-four (24) month tenure requirement, excluding training.
  • Two (2) years of related work experience in areas such as public/customer service, sales representatives claims processing, membership/billing/enrollment; and one (1) year of customer service experience in positions such as teaching, social service work, bank teller, medical assistant/office assistant, retail.
  • High school graduate or GED equivalent is required.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.