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

Role Description

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

• 60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
• Handles situations which may require adaptation of response or extensive research.
• Accurately documents inquiries.
• 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries.
• Coordinates with other departments to resolve inquiries.
• Researches, responds to, and/or assists with priority inquiries and special projects as required by management.
• 10% Provides feedback to management regarding customer problems, questions and needs.
• Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.
• Follows through on inquiries until resolved or reports to management as needed.
• 10% Maintains basic knowledge of quality work instructions and company policies.
• Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
• Maintains all departmental productivity, quality, and timeliness standards.
• 5% Assist with the training of new employees and cross training of coworkers.

Qualifications

• Required Education: High School Diploma or equivalent
• Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• Required Skills and Abilities:
  • Excellent verbal and written communication skills.
  • Proficient spelling, punctuation, and grammar.
  • Strong human relations and organizational skills.
  • Ability to handle high stress situations.
  • Good judgment.
  • Ability to handle confidential or sensitive information with discretion.
  • Ability to learn and operate multiple computer systems effectively and efficiently.
• Required Software and Tools: Basic computer operating skills. Standard office equipment.
• Preferred Education: Associate Degree
• Preferred Work Experience: 3 years of customer service or call center experience.
• Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software.

Work Environment

• Typical office environment.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations.

We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company.

If you need special assistance or an accommodation while seeking employment, please email [email protected] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case-by-case basis.

We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.