Customer Service Rep

Independence Blue Cross is seeking a Customer Service Representative to enhance the health and well-being of the communities they serve. The role involves providing information and assistance to inquiries while maintaining quality performance standards and ensuring customer satisfaction.

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

Requirements:

• 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
• Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app