Account Advisor I - Call Center

Blue Cross and Blue Shield of Louisiana; United States; Hybrid; USD 35,000 - 45,000; Full time

Job summary

Blue Cross and Blue Shield of Louisiana is seeking an Account Advisor for a high-volume call center position. As an Account Advisor, you will assist members with health plan-related inquiries primarily over the phone, managing 40–50 calls daily.

The role demands strong communication skills and the ability to handle complex inquiries efficiently. This position supports remote work access after training, requiring strong customer service skills and attention to detail.

Qualifications

• 1 year of customer service or medical office experience required.
• A certificate in medical office assistant or medical coding can substitute for experience.
• Familiarity with medical and health insurance terminology preferred.

Responsibilities

• Take approximately 40–50 inbound calls per day.
• Answer questions regarding benefits, eligibility, claims, and accounts.
• Document each call thoroughly before proceeding.

Skills

Verbal and written communication skills

PC skills (Microsoft Office)

Conflict resolution skills

Attention to detail

Active listening

Education

High School Diploma or equivalent

Job description

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities.

Residency in or relocation to Louisiana is preferred for all positions.

Job Overview

This is a high-volume call center position. As an Account Advisor, you will spend most of your workday on the phone assisting members and providers with health plan‑related questions.

Day-to-Day Responsibilities

• Take approximately 40–50 inbound calls per day
• Serve as the first point of contact for the organization
• Answer questions related to benefits, eligibility, claims, and general account issues
• Use multiple systems at one time while speaking with callers
• Follow established policies and scripts to provide accurate information
• Handle challenging or emotional calls professionally and calmly
• Document each call thoroughly before moving to the next one

Most calls are routine, but some can be complex or time-sensitive. You are expected to stay focused, manage your time, and move efficiently from call to call throughout your shift.

Work Schedule & Environment

• Customer Service hours of operation are from 8am-5pm Monday-Friday.
• Remote position after training, with required onsite components during new hire training at the Baton Rouge Corporate Campus.
• Must be comfortable working a full shift on the phone, with scheduled breaks.
• Hardwired internet connection required (minimum 5MB upload / 10MB download).

Qualifications – Education

• High School Diploma or equivalent preferred

Qualifications – Work Experience

• 1 year of customer service or medical office experience required
• A certificate in medical office assistant or medical coding can be used in lieu of the one year of experience
• Previous experience in a call center is preferred

Qualifications – Skills and Abilities

• PC skills including Microsoft Office (Word, Excel, Outlook) and related corporate software
• Verbal and written communication skills with tact, diplomacy, patience, and professionalism
• Familiarity with medical and health insurance terminology preferred
• Conflict resolution skills and ability to remain calm under pressure/stressful situations
• Critical thinking and problem solving skills
• Attention to detail
• Active listening and appropriate questioning to understand customer issues
• Reading comprehension skills required for customer contact and training materials
• Effective organizational and interpersonal skills; ability to multi‑task and prioritize
• Ownership of issues and pursuit of First Call Resolution (FCR)
• Verbal communication on the telephone approximately 95% of the time in a call center environment
• Ability to complete Customer Service training with proficiency
• May be expected to work during inclement weather or emergency situations when needed

Accountabilities and Essential Functions

• Reviews and researches billing and healthcare claim inquiries from members and providers to ensure proper benefits and/or payments are applied correctly; researches multiple computer systems/applications to verify data/information accuracy.
• Responds to inquiries regarding adjustments, refunds, edits and/or payment registers to ensure completeness, accuracy and customer satisfaction to members or providers.
• Maintains knowledge of required lines of business, changes to applicable company policies/procedures, recent laws and regulations, and related computer systems to ensure information is current and accurate when providing service.
• Meets Customer Service performance goals/expectations in the areas of efficiency, accuracy, quality, production, customer satisfaction, and attendance.

An Equal Opportunity Employer. We welcome applicants from all backgrounds.

Drug‑free Workplace: a pre‑employment drug screening will be required and any offer is contingent upon satisfactory results.