Bilingual Customer Service Phone Advocate

Southcarolinablues; Florence (SC); Hybrid; USD 34,000 - 52,000; Full time

Job summary

BlueCross BlueShield of South Carolina in Florence, SC is seeking a bilingual Customer Service Associate to respond to telephone inquiries with prompt, accurate information. You will research when needed and document inquiries to support member services.

Responsibilities include handling calls, coordinating with other departments to resolve issues, providing feedback to management, and upholding company policies.

Qualifications

• Bilingual in Spanish and English required.
• Flexibility and adaptability to change.
• High School Diploma or equivalent.
• Strong communication and customer service skills.
• Ability to learn and operate multiple computer systems.

Responsibilities

• Respond to telephone inquiries accurately and courteously.
• Document inquiries accurately.
• Coordinate with other departments to resolve problems.
• Provide feedback to management on customer issues.
• Maintain knowledge of policies and participate in process improvements.
• Identify and report suspected fraudulent activities.

Skills

Phone answering

Benefits explanation

Stakeholder updates

Active listening

Verbal communication

Interpersonal skills

Stress tolerance

Good judgment

Customer service

Multi-system knowledge

Education

High School Diploma

Tools

MS Office

CRM software

Job description

Summary

Provides prompt, accurate, thorough and courteous responses to all telephone inquiries. Performs research as needed to resolve inquiries.

• 65% Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries. Accurately documents inquiries.
• 15% Initiates minor /clerical adjustments based on provider request or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.
• 10% Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.
• 5% Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
• 5% Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Required Work Experience

Candidate must be able to speak Spanish and English. Must be flexible and adapt easily to change

Required Education

High School Diploma or equivalent

Skills and Abilities

• Answers telephones
• Explains benefits, procedures, etc
• Informs stakeholders
• Listens actively
• Excellent verbal communication skills.
• Strong human relations and organizational skills.
• Ability to handle high stress situations.
• Good judgment skills.
• Strong customer service skills.
• Ability to learn and operate multiple computer systems effectively and efficiently.

Required Software and Other Tools

• Basic computer operating skills.
• Standard office equipment.

Work Environment

Typical office work environment.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations. We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company. If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case‑by‑case basis. We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

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Welcome

Here’s Your Smart Career Move

Why should you join the BlueCross BlueShield of South Carolina family of companies?

Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team!

Veterans Welcome!

BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beaufort and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty.

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