Customer Service Rep (Member Help Team)

Customer Service Representative Responsibilities

· Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries. · Available as assigned to accept calls in a professional and courteous manner. · Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact. · Acquire knowledge of all claims systems applications and member service systems. · Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry. · Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries. · Meets quality performance standards and works within established time frames. · Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner. · Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend. · Ability to ask effective probing questions and deescalate challenging member inquiries and concerns. · Supports the area in the ongoing use of TQM principles in a continuous quality improvement process. · Performs other duties as assigned.

Qualifications

- High school diploma required, bachelor’s Degree is preferred - Ability to complete 10-12 week training class and demonstrate proficiency of the material - Strong interpersonal and organizational skills in a fast-paced environment - Excellent oral and written communications skills - Ability to problem solve, prioritize, and maintain a flexible disposition required - Computer skills required - Customer focused professionalism - Medicare knowledge strongly preferred - Call Center Experience strongly preferred - Prior experience with and demonstrated proficiency in Microsoft Office Products strongly preferred - Ability to work from home with private quiet workspace - Schedule flexibility during all hours of business (8:00 am - 8:15 pm Sunday – Sunday) including the ability to work one late night and one weekend day. - The Customer Service Representative - MHT may be required to work overtime hours and/or to provide additional weekend coverage based on the business need.

Full-Time Remote

This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania. To ensure an engaging learning experience, our training program will include an onsite component. All participants are expected to be physically present at our 1900 Market Street, Philadelphia office location for a total of Nine (9) days, distributed across Three (3) separate weeks during the 12-week training period. Specific onsite training weeks will be communicated in advance to allow for proper planning. IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability. Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

About Our Company

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

Inclusion and Belonging

At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

Equal Employment Opportunity

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.