At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.” We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital, you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.
Medicare Member Services Representative
Location
United States
Posted
6 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
The Member / Provider Services Representatives ("MSRs" / "PSRs") are the front-line team at Capital BlueCross ("CBC") and are responsible for handling all customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using resources, materials, and tools with accuracy and precision.
- Effectively present and discuss our products and services.
- Create and maintain positive relationships.
- Exceed quality, productivity, and ultimate performance goals.
- Attend extensive training classes and ongoing periodic refresher trainings.
Qualifications
- Must possess basic reading and arithmetic skills (reading and math comprehension).
- Must possess above average verbal and written communication skills.
- Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
- Ability to present a positive and cooperative attitude via multi-channel connections with customers.
- Ability to deliver 'delightful' and effective customer service.
- Ability to actively listen and demonstrate empathy for customers.
- Strong attention to detail and interest in preventing errors.
- Ability to effectively de-escalate upset callers with minimal supervisory intervention.
- Ability to thrive in a dynamic working environment, multi-task, and adapt quickly.
- Strong work ethic and passion for products and customer experiences.
- Foster an inclusive culture of diversity.
- Capacity to up-sell and speak highly of products and company.
Requirements
- 1 year of customer service experience.
- Recent tele-commuting experience a plus.
- Must have a High School Diploma or GED.
- College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus.
- Bi-lingual (Spanish) a plus.
- License to sell (a plus, may be required for advanced positions).
Benefits
- Comprehensive benefits package including Medical, Dental & Vision coverage.
- Retirement Plan.
- Generous time off including Paid Time Off, Holidays, and Volunteer time off.
- Incentive Plan.
- Tuition Reimbursement.
Work Environment
- Call Center environment.
- Flexible to work any varied shift schedules that may span anywhere between 8:00 a.m. to 8:00 p.m.
- Schedule includes weekend and holiday hours.
- Minimum Internet Service Provider (ISP) speed requirements for work at home: Approximately 15Mbps download and 5Mbps upload.
- Latency (PING) under 150ms; satellite internet is typically not sufficient for real-time communication.
Physical Demands
- Frequently required to sit, use hands and fingers, talk, hear, and see.
- Must be able to work over 40 hours per week.
- Occasionally lift and/or move up to 5 pounds.
Key Interfaces
- Salesforce
- Facets
- Bridges
- Workflow
- Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Availity
- NICE InContact
- Workbench
- Prime RxClaims
- TruCare
Job Requirements
- Must possess basic reading and arithmetic skills (reading and math comprehension).
- Must possess above average verbal and written communication skills.
- Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
- Ability to present a positive and cooperative attitude via multi-channel connections with customers.
- Ability to deliver 'delightful' and effective customer service.
- Ability to actively listen and demonstrate empathy for customers.
- Strong attention to detail and interest in preventing errors.
- Ability to effectively de-escalate upset callers with minimal supervisory intervention.
- Ability to thrive in a dynamic working environment, multi-task, and adapt quickly.
- Strong work ethic and passion for products and customer experiences.
- Foster an inclusive culture of diversity.
- Capacity to up-sell and speak highly of products and company.
- 1 year of customer service experience.
- Recent tele-commuting experience a plus.
- Must have a High School Diploma or GED.
- College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus.
- Bi-lingual (Spanish) a plus.
- License to sell (a plus, may be required for advanced positions).
Benefits
- Comprehensive benefits package including Medical, Dental & Vision coverage.
- Retirement Plan.
- Generous time off including Paid Time Off, Holidays, and Volunteer time off.
- Incentive Plan.
- Tuition Reimbursement.
- Work Environment
- Call Center environment.
- Flexible to work any varied shift schedules that may span anywhere between 8:00 a.m. to 8:00 p.m.
- Schedule includes weekend and holiday hours.
- Minimum Internet Service Provider (ISP) speed requirements for work at home: Approximately 15Mbps download and 5Mbps upload.
- Latency (PING) under 150ms; satellite internet is typically not sufficient for real-time communication.
- Physical Demands
- Frequently required to sit, use hands and fingers, talk, hear, and see.
- Must be able to work over 40 hours per week.
- Occasionally lift and/or move up to 5 pounds.
- Key Interfaces
- Salesforce
- Facets
- Bridges
- Workflow
- Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Availity
- NICE InContact
- Workbench
- Prime RxClaims
- TruCare
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