Associate Customer Care Navigator (BH)

Independence Blue Cross; Philadelphia (Philadelphia County); Remote; USD 40,000 - 65,000; Full time

Job summary

Join a forward-thinking organization as an Associate Customer Care Navigator, where you will play a vital role in enhancing health care experiences. This fully remote position allows you to utilize your critical thinking and problem-solving skills to support customers effectively. You will engage with clients across various channels, ensuring their needs are met with empathy and professionalism. Ideal for individuals who thrive in innovative environments, this role offers the opportunity to contribute to meaningful health journeys while collaborating with a dedicated team. If you are passionate about customer advocacy and eager to make a difference, this position is perfect for you.

Qualifications

• Preferred Bachelor’s degree or equivalent experience.
• 0-2 years in customer advocacy or related fields.

Responsibilities

• Respond to customer inquiries via phone, email, or chat.
• Analyze customer needs and coordinate solutions.

Skills

Empathy

Emotional Intelligence

Problem Solving

Interpersonal Skills

Attention to Detail

Education

Bachelor’s Degree

Tools

Microsoft Office (Excel, PowerPoint, Word)

Job description

Associate Customer Care Navigator (BH):

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.

The Associate Customer Care Navigator utilizes 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.
• Follows documented process when engaging urgent/crisis situations and assisting business partners in behavioral health service calls.
• 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.
• Works on projects/matters of limited complexity in a support role with close management.

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 interactions with others.
• Experience in innovative problem solving.
• Ability to think strategically and set priorities, including managing multiple customer issues across various contact channels.
• 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 proficiency, including Microsoft Office products such as Excel, PowerPoint, and Word.
• Ability to attend and present at internal and client meetings routinely.

Additional Information

This role is fully remote, but 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 without regard to age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

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