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Customer Service Representative - Medicare MHT (Remote)

Customer Service
240493 Requisition #

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.

We are looking for a Customer Service Representative - Medicare Member Help Team with proven experience and a passion for providing excellent service to all customers.


  • Identify and assess customers' needs to achieve satisfaction- in accordance with FCR (First Call Resolution) goals.
  • Document interactions with members, providers or etc. to track contact reasons and trending issues in a timely manner.
  • Handle member complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Adhere to corporate policies/procedures; remain current on department and industry regulations.
  • Remain customer focused with the ability to consistently maintain a professional demeanor with internal and external business partners (phone/non-phone)
  • Deliver world-class service to both internal and external customers.
  • Perform all other duties as assigned.


  • High school diploma required; Bachelor’s degree is preferred.
  • 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. 
  • Ability to complete a 10–12-week training class and demonstrate proficiency in the material.
  • Ability to work from home with a private quiet workspace.
  • The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need. 
  • 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 required.
  • Computer skills required.
  • Customer-focused professionalism
  • Medicare knowledge is strongly preferred.
  • Call Center Experience is strongly preferred.
  • Prior experience with and demonstrated proficiency in Microsoft Office Products is strongly preferred.

Fully Remote:
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. Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

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. 

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