Job Description:
Our Customer Advocates are the key to what we "do" at Blue Cross of Idaho! Join our award-winning team providing outstanding customer service in our contact center environment. CA's receive, research, educate on, and respond to inquiries from members, healthcare providers, and BCI team members relating to benefit, claim or enrollment queries on our lines of business.
For team members based in the Treasure Valley area, this will be an onsite position at our Meridian Idaho campus. Team members based in other areas of Idaho may be asked to work remotely or onsite in a BCI district office. These remote office locations include: Coeur d'Alene, Idaho Falls, Twin Falls, and/or Pocatello.
Requirements:
Ability to work onsite at an Idaho BCI campus, while adhering to important health/safety protocols.
Ability to attend 4-week, paid training class Monday-Friday, from 8:00am-4:30pm. Work schedules will be assigned when training is completed, and will fall within our call center hours of operation: Monday-Friday starting as early as 7am, some shifts finishing as late as 7pm; some Saturdays 8a-12pm. Work periodic overtime as requested. Please apply if you have ability to work any assigned schedules within these hours of operation.
We're seeking Customer Advocates with:
Education: no specific education required. Completion of high school education/GED, degree, and/or industry certification(s) will help support your success in this position.
Experience: no specific experience required; however, previous work history in contact/call center, customer service, and/or medical office will help support your success in this position. Applicants should have basic knowledge of systems and procedures obtained through work experience or education, such as:
Phenomenal verbal and written communication
Digital literacy, such as Microsoft Office Suite, data entry, using multiple software applications simultaneously, strong general computer skills, and high comfort level in intranet/internet navigation
Problem solving and basic math skills
Ability to effectively help people through different health and benefits scenarios, while maintaining professionalism and compassion
In the event working from home becomes a necessity: team member(s) may be asked to work remotely at home, without interruptions and with privacy, until cleared to return onsite to campus. They should also have secure, password protected internet, with ability to plug LAN cable directly into modem or modem/router adapter.
What your day may look like:
You'll be researching and responding to telephone and electronic inquiries in our call center, documenting interactions through the internal tracking system. This may include initiating inquiries, logging address changes, completing duplicate or replacement identification card requests, entering Primary Care Physician change requests, check tracers, interpreting policy provisions, conducting pharmacy research, and written communications. You'll also help educate and answer questions regarding member benefits and claims.
An important part of your work includes maintaining performance guidelines for Member Satisfaction, Inquiry Accuracy and Productivity. We will also count on you to adhere to scheduling, so we can work as a team to provide excellent service levels through varied call volumes.
Ultimately, our team works together to have fun while providing meaningful customer support - help us make a difference in our communities!
Position reports to: Supervisor Service Operations - Customer Service
Internal Job Posting: 1/27/2021 - 2/3/2021
External Job Posting: 1/27/2021 - Until Filled
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
