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Medicare Customer Support Specialist
2 months ago
Join Independence Blue Cross in our mission to transform health care and enhance the well-being of the communities we serve. We are seeking a dedicated Medicare Customer Support Specialist who is committed to delivering exceptional service to our members.
Position Overview:
- Evaluate and understand customer needs to ensure satisfaction, aligning with our First Call Resolution (FCR) objectives.
- Record interactions with members and providers to monitor contact reasons and identify emerging trends promptly.
- Address member grievances and offer suitable solutions and alternatives within designated timeframes; follow up to confirm resolution.
- Comply with corporate policies and procedures while staying informed about departmental and industry regulations.
- Maintain a customer-centric approach, consistently demonstrating professionalism in interactions with both internal and external partners.
- Provide outstanding service to all customers, both internal and external.
- Perform additional responsibilities as assigned.
- High school diploma is mandatory; a bachelor's degree is preferred.
- Flexibility in scheduling during business hours (8:00 am - 8:15 pm, Sunday to Sunday), including availability for one late night and one weekend day.
- Ability to complete a comprehensive 10-12 week training program and exhibit proficiency in the material.
- Capability to work remotely in a private, quiet workspace.
- Willingness to work overtime and/or provide extra weekend coverage as needed.
- Strong interpersonal and organizational skills in a dynamic environment.
- Excellent verbal and written communication abilities.
- Proficient in problem-solving, prioritization, and maintaining a flexible attitude.
- Computer literacy is essential.
- Professionalism with a customer-focused mindset.
- Knowledge of Medicare is highly desirable.
- Experience in a call center environment is strongly preferred.
- Demonstrated proficiency in Microsoft Office products is strongly preferred.
This position is designated as fully remote, allowing the incumbent to perform their duties without the need to report to a physical office location.
