[Hiring] Client Services Support Analyst @Capital Blue Cross

Role Description

The CS Client Services Support Analyst is the front-line team responsible for handling all customer inquiries through multiple channels primarily inbound phone (i.e. web, electronic, and/or face-to-face) by using resources, materials and tools with accuracy and precision. This position is responsible for providing efficient, courteous, professional quality service to Members, Providers, Group Leaders, Plan personnel and Brokers/Sales in a timely manner.

• Conduct research and provide problem-solving support to Members, Providers, Brokers, and Sales.
• Provide technical and administrative support and serve as a liaison to Vendor contacts regarding plan benefits and policy issues.
• Review, identify, and analyze policies, procedures, and contract issues impacting departmental and/or Plan wide functions/operations.
• Prepare recommendations on all issues; root cause, action steps taken toward resolution.
• Ensure compliance with organizational and regulatory requirements.
• Handle inquiries related to enrollment, billing, benefits, and claims for various types of prescription coverage.
• Attend extensive training classes and ongoing periodic refresher trainings.

Qualifications

• 3 years customer service or correspondence experience or experience/training in a writing-intensive role is required.
• Experience with customer interaction preferred.
• High School degree or equivalent.
• Pharmacy Technician certification a plus.

Requirements

• Demonstrates ability to communicate effectively and professionally both verbally and in writing.
• Ability to understand and interpret detailed policies and procedures.
• Demonstrates analytical, organizational, and problem-solving skills.
• Familiar with Microsoft Office and other department required hardware.
• Knowledge of benefit programs administered and/or supported by Capital BlueCross.
• Knowledge of ERISA, Act 68, and BCBSA MTM, PPACA, HIPAA quality and timeliness guidelines.

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.

Company Description

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.”