Customer Service Representative
Bring your drive for excellence, teamwork, and customer commitment to Independence Blue Cross. 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.
Successful candidates will have experience providing excellent service to customers of health insurance companies or other businesses. Qualified candidates must be comfortable working autonomously, in a virtual environment, and within typical call center metrics and constraints.
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.
Qualifications - External
· 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.
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Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that 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. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the 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
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.