[Remote] Customer Service Rep (Member Help Team)

Note: The job is a remote job and is open to candidates in USA. Independence Blue Cross is focused on renewing and reimagining the future of health care. They are seeking a Customer Service Representative to provide assistance and information to members, ensuring a high level of service and professionalism.

Responsibilities

• Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries
• Available as assigned to accept calls in a professional and courteous manner
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact
• Acquire knowledge of all claims systems applications and member service systems
• Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry
• Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries
• Meets quality performance standards and works within established time frames
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner
• Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend
• Ability to ask effective probing questions and deescalate challenging member inquiries and concerns
• Supports the area in the ongoing use of TQM principles in a continuous quality improvement process
• Performs other duties as assigned

Skills

• High school diploma
• Ability to complete 10-12 week training class and demonstrate proficiency of the material
• Strong interpersonal and organizational skills in a fast-paced environment
• Excellent oral and written communications skills
• Ability to problem solve, prioritize, and maintain a flexible disposition
• Computer skills
• Customer focused professionalism
• Ability to work from home with private quiet workspace
• 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
• The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need
• Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app
• Bachelor's Degree
• Medicare knowledge
• Call Center Experience
• Prior experience with and demonstrated proficiency in Microsoft Office Products

Benefits

• Fully Remote: This role is designated by Independence as fully remote.
• Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
• To ensure an engaging learning experience, our training program will include an onsite component. All participants are expected to be physically present at our 1900 Market Street, Philadelphia office location for a total of Nine (9) days, distributed across Three (3) separate weeks during the 12-week training period.
• 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.
• The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need.

Company Overview