[Hiring] Customer Service Advocate I @BlueCross BlueShield of South Carolina

Role Description

Logistics:

• CGS - One of BlueCross BlueShield's South Carolina subsidiary companies.

Location:

• This position is full-time (40 hours/week) Monday-Friday.
• This position is remote anywhere in the USA.
• The initial training period will last six weeks, with training hours scheduled from 7:30pm to 4:00pm CT.
• Time off will not be permitted during the first six weeks of employment.
• Following the training period, the regular work schedule will be 8:30am to 5:00pm CT.

Centers for Medicare and Medicaid Services (CMS) Requirements:

• Certain divisions within BlueCross BlueShield of South Carolina require CMS residency that requires employees to have lived in the US for at least three (3) out of the last five (5) years.
• This is a business requirement – government contracts, not an HR requirement.
• If we extend an offer and discover during the background check process that you have not been in the US for at least three (3) years, you will fail background, and the offer will be rescinded.

What You’ll Do:

• Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
• Accurately document inquiries.
• Initiate or process adjustments or perform other research as needed to resolve inquiries.
• Coordinate with other departments to resolve problems.
• Respond to, research and/or assist with priority inquiries and special projects as required by management.
• Provide feedback to management regarding customer problems, questions and needs.
• Maintain accurate records on complaints and/or other customer comments and make recommendations for changes to management.
• Follow through on complaints until resolved or report to management as needed.
• Maintain basic knowledge of quality work instructions and company policies.
• Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
• Maintain all departmental productivity, quality, and timeliness standards.
• Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments.

Qualifications

• Required Education: High School Diploma or equivalent
• Required Skills and Abilities:
  • Excellent verbal and written communication skills.
  • Strong human relations and organizational skills.
  • Ability to handle high stress situations.
  • Good judgment skills.
  • Strong customer service skills.
  • Ability to learn and operate multiple computer systems effectively and efficiently.
• Required Software and Other Tools:
  • Basic computer operating skills.
  • Standard office equipment.

Requirements

• Preferred Education: Associate Degree
• Preferred Work Experience: 2 years of customer service or call center experience.
• Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software.

Benefits

• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more