Customer Service Rep (Premier)
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.
Customer Service Representative 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.
· The Call Center is open from 8:00am-11:00pm EST—we ask for flexibility with these hours as business needs dictate our business hours. We do offer an 8% Shift differential for those working the later shifts.
· Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
· May assist junior staff as needed
· Minimum High School diploma or equivalent
· Two years of college education preferred.
Experience
· 2-3 years proven work experience with customer contact preferred**
· Experience in the hospitality, healthcare, or pharmaceutical industry
· Exceptional customer service, problem-solving skills.
· Bilingual a plus
· Strong communication skills
· Demonstrated strong interpersonal skills
· With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer-focused professionalism at all times.
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. However, the work must be performed in the following states: Houston, TX, Columbus, OH, or in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.
Vaccination Update
This job requires that you demonstrate you have been fully vaccinated for COVID-19 prior to the start of employment, to the extent permitted by law.
About Our Company
AmeriHealth Casualty has been successfully returning employees to work since 1994, providing quality medical treatment and care and reducing costs for our customers. With our affiliates, we serve more than 1,800 businesses in the area and have offices in Philadelphia, Camp Hill, and Pittsburgh, PA, and Mount Laurel, NJ.
In 1994, CompServices, Inc. began offering workers’ compensation third-party administration services for manufacturers, municipalities, health care facilities, social services, transportation risk, universities, and retail firms. In 1996, AmeriHealth Casualty Insurance Company was established as an extension of our workers’ compensation claims services — its mission to provide workers’ compensation insurance combined with high quality claims service and cost containment.
AmeriHealth Casualty Insurance Company and CompServices write premiums and administer self-insured programs for over 1,800 customers.
Equal Employment Opportunity
AmeriHealth Casualty is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an AmeriHealth Casualty employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of AmeriHealth Casualty and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by AmeriHealth Casualty or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.