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Customer Service Representative - Medicare Member Help Team

Company

Independence Blue Cross
Address , Philadelphia, 19103, Pa
Employment type
Salary
Expires 2023-07-18
Posted at 11 months ago
Job Description

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

We are looking for a Customer Service Representative - Medicare Member Help Team with proven experience and a passion for providing excellent service to all customers.

Description:

  • Identify and assess customers' needs to achieve satisfaction- in accordance with FCR (First Call Resolution) goals.
  • Adhere to corporate policies/procedures; remain current on department and industry regulations.
  • Document interactions with members, providers or etc. to track contact reasons and trending issues in a timely manner.
  • Perform all other duties as assigned.
  • Handle member complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Deliver world-class service to both internal and external customers.
  • Remain customer focused with the ability to consistently maintain a professional demeanor with internal and external business partners (phone/non-phone)

Qualifications:

  • Ability to problem solve, prioritize, and maintain a flexible disposition required.
  • Customer-focused professionalism
  • High school diploma required; Bachelor’s degree is preferred.
  • 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.
  • Call Center Experience is strongly preferred.
  • Ability to complete a 10–12-week training class and demonstrate proficiency in the material.
  • Prior experience with and demonstrated proficiency in Microsoft Office Products is strongly preferred.
  • Ability to work from home with a private quiet workspace.
  • Computer skills required.
  • Excellent oral and written communications skills
  • Strong interpersonal and organizational skills in a fast-paced environment
  • Medicare knowledge is strongly preferred.
  • The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need.

Fully Remote:
This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.