Phone Advocate, Customer Service

BlueCross BlueShield of South Carolina • Florence, SC

1d

About The Position

Summary Provides prompt, accurate, thorough and courteous responses to all telephone inquiries. Performs research as needed to resolve inquiries. Description •65% Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries. Accurately documents inquiries. •15% Initiates minor /clerical adjustments based on provider request or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches 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 complaints until resolved or reports to management as needed. •5% 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% Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Requirements

• Required Education: High School Diploma or equivalent
• Excellent verbal 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.
• Basic computer operating skills.
• Standard Office Equipment.

Nice To Haves

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

Responsibilities

• Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries. Accurately documents inquiries.
• Initiates minor /clerical adjustments based on provider request or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.
• 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 complaints until resolved or reports to management as needed.
• 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.
• Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED