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Bilingual Customer Services Representative

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Customer Service
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1855 Total Views

Bring your drive for excellence, team orientation and customer commitment to Independence; help us renew and reimagine our business and shape the future of health care.  Our organization is looking to diversify, grow, innovate and serve, and we are looking for committed, empowered learning-oriented people to join our team.  If this describes you, we want to speak with you.
 
The Bilingual Customer Services Representative creates and maintains a public atmosphere of trust and confidence in the administration of policies and procedures for the Independence Blue Cross Family of Companies, by providing accurate and courteous responses to inquiries received from members. Other sources of inquiries may come from Group Benefit Administrators, Providers, other Blue Cross Plans, Brokers and Account Executives.
 
Primary 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 INFO/INSINQ inboxes to ensure completion and necessary 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.
  • Supports the area in the on-going use of TQM principles in a continuous quality improvement process.
  • Performs other duties as assigned.

Qualifications 

  • Communicate effectively in Spanish and English for verbal and written communications (bilingual need)
  • Minimum High School diploma or equivalent
  • Two years college education preferred
  • 1-2 years proven work experience with customer contact
  • Exceptional customer service, problem solving and communication skills
  • Demonstrated strong inter-personal skills
  • The ability to research and analyze information from various systems, make responsible decision and demonstrate customer focused professionalism at all times is necessary.

About Our Company

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

 

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations.  For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!


Equal Employment Opportunity

Independence Blue Cross 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 Independence Blue Cross 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 Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process. 

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