Associate Customer Care Navigator (BH)

Independence Blue Cross; New Jersey; Remote; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking organization dedicated to enhancing the health and well-being of communities. As an Associate Customer Care Navigator, you'll leverage your critical thinking and interpersonal skills to provide exceptional customer service. This fully remote role allows you to work from the Tri-State Area, engaging with customers to identify their needs and coordinate effective solutions. You'll thrive in a supportive environment that values innovation and teamwork, making a meaningful impact on the health journey of our members. If you're passionate about customer advocacy and eager to contribute to a mission-driven company, this opportunity is for you.

Qualifications

• 0-2 years of experience in customer advocacy or related fields.
• Demonstrates empathy and emotional intelligence in interactions.

Responsibilities

• Responds to customer inquiries via phone, email, or chat.
• Analyzes customer needs and coordinates solutions with departments.

Skills

Empathy

Emotional Intelligence

Interpersonal Skills

Problem Solving

Attention to Detail

Technological Savvy

Education

Bachelor’s Degree

Tools

Microsoft Office (Excel, PowerPoint, Word)

Job description

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Description -

Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.

TheAssociate Customer Care Navigatorutilizes critical thinking skills and asks probing questions to identify customer needs. Analyzes needs and coordinates with other service and technical departments to develop and deliver appropriate solutions for each customer. Proactively identifies additional resources that can improve the member health journey.

Additional Responsibilities Include:

· Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.

· For behavioral health service calls, follows documented process when engaging urgent/crisis situations and assisting business partners

· Resolves problems and communicates solutions or requested information to the customer.

· Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer.

· Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.

· Uses a customer relationship application or database to record activities and research product information.

· Work is closely managed. Works on projects/matters of limited complexity in a support role.

Education-

· Bachelor’s degree preferred or equivalent.

Experience-

• 0-2 years of experience related to customer advocacy. Previous experience in teaching, social work, or related fields is not required but is an asset.
• Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills in their interactions with others.
• Experience in innovative problem solving.
• Ability to think strategically and set priorities, which may include managing several customer issues across multiple contact channels at any given time.
• Strong attention to detail
• Flexible with work hours and able to perform occasional client site visits.
• Ability to collaborate effectively with a team and maintain composure in stressful situations.
• Technological Savvy
• Includes proficiency with Microsoft office products including Excel, PowerPoint, and Word.
• Ability to attend and present at both internal and client meetings on a routine basis.
• Previous experience in teaching or social work is not required but is an asset.
  

Fully 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. However, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

Independence Blue Cross is an Equal Opportunity and Affirmative Action 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.

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.

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.

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com . We’re revolutionizing health care, and our focus is on you!

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.

Agency Disclaimer

All resumes submitted directly to anIndependence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross andthe Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross orthe Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.

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