[Hiring] Account Advisor I @Blue Cross and Blue Shield of Louisiana

Role Description

Resolves benefit and claims inquiries received via the telephone, in person, or other acceptable receipt method from our members or providers in the call center. Promotes and maintains a positive company image through direct contact with customers. Complies with all laws and regulations associated with duties and responsibilities.

• This role does not manage people.
• This role reports to: SUPERVISOR, CUSTOMER SERVICE.
• Necessary Contacts:
  • Enrollment & Billing
  • Claims
  • Provider Relations
  • Benefit Operations
  • Network Administration
  • Sales/Marketing
  • Accounting
  • Medical Management
  • Pharmacy
  • Legal departments
  • Members
  • Providers
  • Groups
  • Brokers
  • Other plans
  • Insurance companies
  • Social Security Administration
  • Centers for Medicare and Medicaid Services (CMS)

Qualifications

• High School Diploma or equivalent preferred.
• Prior experience as listed below required:
  • 1 year of customer service or medical office experience required.
  • Completion of the Medical Assistant, Coding & Insurance Pathway from BRCC can be used in lieu of the one year of experience.
  • A certificate in medical office assistant or medical coding can be used in lieu of the one year of experience.
  • Previous experience in a call center is preferred.
• Skills and Abilities:
  • Must demonstrate PC skills including Microsoft Office (e.g., Word, Excel, Outlook, etc.) and related software.
  • Demonstrated verbal and written communication skills with the ability to interpret and communicate information with tact, diplomacy, patience, and professionalism.
  • Familiarity with medical and health insurance terminology preferred.
  • Conflict resolution skills and remains calm under pressure/stressful situations.
  • Must be able to demonstrate critical thinking and problem-solving skills.
  • Demonstrate attention to detail.
  • The ability to actively listen and ask appropriate questions to effectively understand issues that are presented from customers.
  • Reading comprehension skills are required due to the high amount of direct customer contacts and the need to understand customer contract benefits and training materials.
  • Effective organizational and interpersonal skills are required.
  • Must have the ability to multi-task and handle work independently as well as organize and prioritize multiple customer issues.
  • Ability to take ownership of issues from the beginning, seeking First Call Resolution (FCR).
  • Must be able to verbally communicate on the telephone in a call center environment approximately 95% of the time in the Customer Care Center.
  • Employees may be expected to work during inclement weather or other emergency situations when needed.
  • Must have the ability to successfully complete Customer Service training, with demonstrated proficiency in training materials.

Requirements

• None Required.

Benefits

• Resources to live well and be healthy.
• Opportunities to continue learning and develop skills.
• Support for professional growth.
• Engagement in serving local communities.