Customer Service Representative
23 hours ago
We are seeking a highly skilled and compassionate Customer Care Advocate to join our team at Excellus BlueCross BlueShield Inc. As a key member of our customer service team, you will be responsible for providing exceptional support to our members and business partners, ensuring their needs are met with professionalism, efficiency, and timeliness.
Key Responsibilities- Provide service to customers and business partners in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention.
- Exercise tact, patience, and professionalism at all times in responding to internal/external customers.
- Document, research, interpret, and respond to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies in accordance with regulatory requirements.
- Utilize appropriate resources to resolve customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance.
- Provide outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry.
- Demonstrate willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.
- Participate in ongoing meetings, training, and skill development to support career path and individual development plans.
- Be knowledgeable and enthusiastic about the company and our products and/or services.
- Identify and follow through on issues impacting the Health Plan and customer experience.
- Develop effective internal working relationships for improved communication and collaboration.
- Share ideas and solutions to improve processes, procedures, and systems.
- Consistently demonstrate high standards of integrity by supporting the company's mission and values, adhering to the Corporate Code of Conduct, and Leading to the company's values and beliefs.
- Maintain high regard for member privacy in accordance with the corporate privacy policies and procedures.
- Regular reliable attendance is expected and required.
- Perform other functions as assigned by management.
- High School diploma or equivalent, customer service experience preferred.
- Entry-level position. Duties performed under close supervision.
- Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
- Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
- Adept at communicating effectively and diplomatically while working as a collaborative team member.
- Organizational, reasoning, and problem-solving skills.
- Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands.
- Completed training on at least one part of the Scheduling unit.
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