Capital Blue Cross

Member Services Representative, Medicare Operations

Capital Blue Cross

full-time

Posted on:

Origin:  • 🇺🇸 United States • Pennsylvania

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Salary

💰 $16 - $31 per hour

Job Level

Junior

About the role

  • The Member / Provider Services Representatives are the front-line team at Capital BlueCross and are responsible for handling all customer inquiries through multiple channels (phone, web, electronic, and/or face-to-face).
  • Present and discuss our products and services, maintaining positive relationships and exceeding quality, productivity, and performance goals.
  • Attend extensive training class and ongoing refresher trainings to service customers.
  • Manage interfaces: Salesforce, Facets, Bridges, Workflow, Microsoft Office (Outlook, Word, Excel, PowerPoint), Availity, NICE InContact, Workbench, Prime RxClaims, TruCare.

Requirements

  • 1 year of customer service experience.
  • Basic reading and arithmetic skills.
  • Above average verbal and written communication skills.
  • Knowledge of computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint.
  • Ability to build and maintain positive customer relationships across multi-channel connections.
  • Ability to deliver delightful and effective customer service to enhance the member experience.
  • Active listening with empathy.
  • Service- and solution-oriented mindset; proactive problem solving.
  • Patience, resilience, empathy; strong attention to detail.
  • Critical thinking, problem solving, decision making.
  • Effective verbal and written communication.
  • Ability to observe, analyze, think creatively, research and resolve customer complaints.
  • Independent, resourceful, dependable and professional.
  • Ability to de-escalate upset callers with minimal supervision.
  • Collaborate well in a team; thrive in a dynamic environment; multi-task and adapt quickly.
  • Embrace guidance; willingness to learn and adapt; mentorship capability is a plus.
  • Knowledge of company and products to upsell.
  • High School Diploma or GED; College degree or professional certification a plus (Medical Assistant, Certified Professional Coder, Pharmacy Technician).
  • Bi-lingual (Spanish) a plus; License to sell a plus.