Associate Customer Care Navigator (BH)

Independence Blue Cross LLC in; Philadelphia (Philadelphia County); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as an Associate Customer Care Navigator, where your passion for customer service and innovation can shine. In this fully remote role, you'll engage with customers, utilizing your critical thinking skills to address their needs and enhance their health journey. Collaborate with various departments to develop effective solutions while leveraging technology to manage inquiries efficiently. This position offers a unique opportunity to contribute to a mission-driven organization committed to improving community health and well-being. If you're eager to learn and make a difference, we want to hear from you!

Qualifications

• 0-2 years of experience in customer advocacy or related fields.
• Demonstrates strong interpersonal skills and emotional intelligence.

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Analyze customer service needs and coordinate with relevant departments.

Skills

Customer Advocacy

Empathy

Emotional Intelligence

Problem Solving

Interpersonal Skills

Attention to Detail

Technological Savvy

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Associate Customer Care Navigator (BH) (Finance)

Overview:

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.

Job Description:

We are seeking 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 will help us lead nationally in innovating equitable whole-person health.

The Associate Customer Care Navigator utilizes critical thinking and probing questions to identify customer needs. You will analyze needs, coordinate with service and technical departments, and develop appropriate solutions for each customer. Proactively, you will identify additional resources to improve the member health journey.

Key Responsibilities:

• Respond to customer inquiries via telephone, email, or chat, providing non-technical problem resolution.
• Follow documented processes for behavioral health service calls, especially in urgent/crisis situations, and assist business partners.
• Resolve problems and communicate solutions or requested information effectively.
• Analyze customer service needs and coordinate with relevant departments to develop solutions.
• Develop a deep understanding of the organization and services to handle complex inquiries.
• Use customer relationship management tools to record activities and research information.
• Work is closely managed, supporting projects of limited complexity.

Qualifications:

Education: Bachelor's degree preferred or equivalent.

Experience:

• 0-2 years of experience in customer advocacy. Experience in teaching, social work, or related fields is a plus but not required.
• Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills.
• Experience in innovative problem solving.
• Ability to think strategically, prioritize, and manage multiple customer issues across channels.
• Strong attention to detail.
• Flexible work hours and ability to perform occasional client site visits.
• Effective collaboration skills and ability to maintain composure under stress.
• Technologically savvy, proficient in Microsoft Office (Excel, PowerPoint, Word).
• Comfortable attending and presenting at internal and client meetings.

Work Environment:

This role is fully remote, requiring work in the Tri-State Area (Delaware, New Jersey, Pennsylvania). The incumbent is not required to report to an office location.

Equal Opportunity Employer: Independence Blue Cross is committed to an inclusive workforce. All qualified applicants will receive consideration without regard to age, race, color, religion, sex, national origin, sexual orientation, veteran status, or disability.

Additional Requirements:

Must have a compatible Android or iOS device with the Microsoft Authenticator app.