CTM Service Specialist
Qualifications:
· Minimum 1 – 2 years related work experience within a Contact Center or Customer Service environment.
· Insurance License a plus
· Medicare Advantage and Medigap experience preferred
· Effective listening and empathy skills, and the ability to assess and address member needs while providing appropriate member expectations.
· Demonstrated experience dealing effectively with both calm and irate members and/or their representative(s).
· Maintains a high level of customer focus in all interactions through the Independence Customer Service Principles.
· Excellent telephone, proofreading and written communication skills required.
· Effectively manage and prioritize multiple assignments with overlapping deadlines under limited supervision.
· Work effectively and with a sense of urgency in a fast-paced environment – generally under time constraints.
· Be focused, detail-oriented, and have excellent analytical, critical thinking and problem-solving skills.
· Develop and maintain positive working relationships with internal and external resources.
· Skilled in identifying and solving issues and recommending/documenting process improvements.
· Demonstrated ability to handle complex member issues.
· Proficiency in the use of Microsoft Office (Word, Excel).
· Ownership and results driven.
· Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
· Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania
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.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
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
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.
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.