Part Time- Member Services Representative

About the role

Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future.

Benefits

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

About Us

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.

Responsibilities

• Handle all customer inquiries through multiple channels (phone, web, electronic, and/or face-to-face) using resources, materials and tools with accuracy and precision
• Present and discuss products and services to external and internal customers with integrity, understanding, and accuracy
• Focus on customer retention through first call resolution of concerns and enhancement of the member experience
• Establish and maintain positive relationships with customers by taking personal and complete responsibility for each interaction
• Ensure all customers' needs are met timely and without escalation when possible
• Support sales representatives by conducting onsite and/or community-based educational meetings when business needs permit
• Emphasize quality, productivity, adherence to schedules, handle time, and avoid negatively affecting customer relations
• Adapt soft skills and call strategies as needed
• Complete ongoing training to stay current with products, services, and policy changes
• Improve quality of work daily by learning and employing new skills or adapting processes
• Recognize, document, and alert supervisors of trends in customer calls
• Conduct self in a manner consistent with the organization’s values

Qualifications

• 1 year of customer service experience
• Recent tele-commuting experience a plus
• High School Diploma or GED required
• 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
• Competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
• Ability to present a positive and cooperative attitude via multi-channel connections with customers
• Ability to deliver effective customer service to enhance the member experience and build customer satisfaction and loyalty
• Ability to actively listen and demonstrate empathy for customers
• Service and solution oriented with a focus on helping customers
• Strong attention to detail and interest in preventing errors
• Ability to effectively de-escalate upset callers with minimal supervisory intervention
• Ability to collaborate with others and work as a member of a team
• Ability to thrive in a dynamic working environment, multi-task, and adapt quickly
• Ability to accept feedback, learn, and adapt from guidance to be successful
• Strong work ethic and passion for products and customers' experiences
• Capacity to up-sell and speak highly of products and company

Knowledge

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

Work Environment

• Call Center environment
• Flexible to work any varied shift schedules spanning 8:00 a.m. to 8:00 p.m.

Physical Demands

• Frequently required to sit, use hands and fingers, talk, hear, and see
• 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

Minimum Internet Service Requirements (for remote work)

• Approximately 15Mbps download and 5Mbps upload per person working at the remote site (home)
• Latency (PING) under 150ms
• Satellite internet is typically not sufficient for real-time communication with tools that support voice or video