• Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers.
• Utilize probing and creative problem solving methods to resolve foundational customer inquiries on first contact. Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
• Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
• Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.
• Perform phone/email outreach to BCBSNC vendors and business partners to resolve service issues.
• Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner.
• Work collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs. Promote programs, making sound decisions to apply the most appropriate “stakeholder centric” course of action to respond to needs.
• Educate and encourage customers on use of alternative delivery channels including self service, web, etc.
• Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience.
• Interface with local, state and federal governmental entities and plan participants regarding BCBSNC products, services and policies.
Hiring Requirements
• Bachelor’s degree.
• If no degree, high school graduate or GED and 3 years experience in a customer service solutions oriented environment.
• Experience operating in a Windows and Microsoft Office environment required.
Hiring Preferences
• Preferred customer service experience in the following industries:
o Healthcare
o Hotel/Hospitality
o Banking
o Telecommunications
• Knowledge of databases (i.e. Sharepoint, Business Objects, Access) is preferred.
• Ability to navigate a computerized CRM and other relevant applications while interacting with customers on the phone.
• Superior verbal and written communication skills.
• Excellent discretion and judgment skills.
• Excellent probing and problem solving skills.
• Excellent time-management skills.
• Ability to work in a high-pressure environment and deal effectively with customers by providing caring responses and diffusing escalated situations.
• Commitment to superior quality customer service.
• Ability to adapt quickly to change.
• Presents a positive professional manner at all times with customers and team members
• North Carolina Department of Insurance NC Life and Health Agent/Medicare Supplement/Long Term Care license.
Salary Band
C
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