Associate Inbound Concierge Agent

3 weeks ago

Providence, United States Blue Cross & Blue Shield of Rhode Island Full time

**Jump into the new world of health insurance**:
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that is large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.

**Join others who know diversity is strength**:
**We appreciate and celebrate everything that makes us unique**: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.

**Hourly Range**: $20.00
**Type of position**: Remote

**Jump into the new world of health insurance**:
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that’s large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.

**Join others who know diversity is strength**:
**We appreciate and celebrate everything that makes us unique**: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.

**Why this job matters**:
Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies. Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution. Support the organization’s retention strategy by providing exceptional service to members and providers.

**What you’ll do**:

- Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies.
- Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution.
- Support the organization’s retention strategy by providing exceptional service to members and providers by building and maintaining top-notch relationships in every interaction. (This includes both over the phone and in-person member interactions)
- Ensure compliance in all aspects of activities with internal policies as well as all regulatory agencies.
- Identify cross-sell opportunities for ancillary products such as dental insurance
- Maintain records of customer interactions, process changes to member accounts, record inquiry details and actions, and refer unresolved issues to appropriate internal departments for additional research.
- Ability to work in a multitude of capacities: including as a Medicare Concierge phone Agent and as a Community Outreach Specialist (over the telephone, at the corporate office, retail stores, and community engagement events)
- Perform other duties as assigned.

**What you need to succeed**:

- Combination of education and experience
- Up to two years’ experience in a customer service environment
- Must successfully pass Customer Service Assessments
- Must successfully pass Medicare Certification
- Flexibility to work weekends and shifts that are in the 8 a.m. to 8 p.m. time frame
- Flexibility to work in different locations in Rhode Island as required (call center, retail stores, community engagement events) and have reliable transportation
- Ability to gather and retrieve information in an organized manner
- Excellent communication and customer relationship skills
- Problem solving skills
- Interpersonal skills
- Empathy and patience
- Ability to solve problems
- Computer navigation skills
- Strong written and verbal communications skills
- Time management skills
- Ability to collect and organize data
- Ability to work independently and with a team
- Ability to meet established time and quality standards
- Ability to exercise sound judgment

**The extras**:

- Ability to work in a remote fast-paced call center environment
- Knowledge of company products
- Knowledge of health insurance or managed care operations
- Bi-lingual skills (i.e., Spanish or Portuguese)
- Health Producers License

**Location**:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

- In-office: onsite 5 days per week
- Hybrid: onsite 2-4 days per week
-

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