Member Services Representative

About the role

Base pay is influenced by qualifications, relevant experience, anticipated contributions, internal pay equity, and external market-driven rates. The salary range displayed has not been adjusted for geographical location and may be modified in the future.

Benefits

• Medical, Dental & Vision coverage
• Retirement Plan
• Paid Time Off, Holidays, and Volunteer time off
• Incentive Plan
• Tuition Reimbursement

About Us

We foster a flexible environment where health and wellbeing are prioritized, encourage community volunteering, and invest heavily in training and continuing education. We are an independent licensee of the Blue Cross Blue Shield Association.

Responsibilities

• Handle customer inquiries across phone, web, electronic, and face-to-face channels with accuracy and precision
• Present and discuss products and services to external and internal customers with integrity and understanding
• Aim for first call resolution to retain customers
• Establish and maintain positive customer relationships by taking personal responsibility for each interaction
• Meet customers’ needs timely without escalation when possible
• Support sales representatives by conducting onsite and/or community-based educational meetings when business needs permit
• Meet performance standards emphasizing quality, productivity, adherence, handle time, and customer relations
• Complete ongoing training to stay current on products, services, and policy changes
• Improve daily work quality by learning and adapting new skills or processes
• Recognize, document, and alert supervisors to trends in customer calls
• Conduct work consistent with organizational values

Qualifications

• 1 year of customer service experience
• High School Diploma or GED
• College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus
• Bi-lingual (Spanish) a plus
• License to sell (a plus, may be required for advanced positions)

Skills

• Basic reading and arithmetic skills (reading and math comprehension)
• Above average verbal and written communication skills
• Average or above average social and emotional intelligence
• Competency in internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
• Ability to build and retain excellent customer relationships via multi-channel connections
• Ability to deliver effective customer service to enhance member experience and build satisfaction and loyalty
• Active listening paired with empathy for customers
• Service and solution orientation; actively looking for ways to help
• Patience, stress tolerance, and empathy for customers
• Strong attention to detail and interest in preventing errors
• Critical thinking, problem solving, and decision making abilities
• Effective verbal and written communication
• Ability to critically observe, analyze, research, and resolve customer complaints
• Independence, resourcefulness, self-sufficiency, dependability, and professionalism
• Intrinsic initiative, time management
• Ability to de-escalate upset callers with minimal supervisory intervention
• Ability to collaborate and work as a team member
• Ability to thrive in a dynamic working environment, multi-task, and adapt quickly
• Ability to accept feedback, learn, and adapt from guidance
• Ability to mentor peers in best practice standards and spread continuous process changes
• Strong work ethic and passion for products and customer experiences
• Foster an inclusive culture of diversity and work well with others

Knowledge

• Company and products knowledge to up-sell and speak highly of offerings

Work Environment

• Call center environment
• Flexible to work varied shift schedules between 8:00 a.m. to 8:00 p.m.
• Minimum ISP speed requirements for remote work: 15Mbps download and 5Mbps upload; latency under 150ms; satellite internet typically insufficient

Physical Demands

• Frequently required to sit, use hands and fingers, talk, hear, and see
• Must work over 40 hours per week
• Occasionally lift and/or move up to 5 pounds

Key Interfaces

• Salesforce
• Facets
• Bridges
• Workflow
• Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Availity
• NICE InContact
• Workbench
• Prime Rx
• Claims
• TruCare