Call Center Service Associate

100 Horizon Healthcare Services, Inc; Hopewell (NJ); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Retirement plans

Generous PTO

Incentive plans

Wellness programs

Volunteer time off

Tuition reimbursement

Job summary

Horizon Blue Cross Blue Shield of New Jersey is seeking a customer service-focused professional to resolve basic inquiries received by phone or written correspondence. The role emphasizes accurate documentation, timely follow-ups, and adherence to quality standards.

Responsibilities include handling inquiries via multiple channels, verifying information, and escalating issues as needed. A high school diploma is required, with health insurance knowledge and call-center experience preferred.

Qualifications

• High School Diploma or GED.
• Some call center or customer service experience preferred.
• Knowledge of medical terminology and medical billing coding preferred.

Responsibilities

• Provide excellent service to customers through resolution of basic inquiries by phone or written correspondence.
• Receive inquiries via phone, fax, mail, email, etc., and collect required information.
• Review systems and references to complete verification and initiate investigations as needed.
• Document inquiries and actions in accordance with quality guidelines.
• Follow up on unresolved issues and escalate trends to management.

Skills

Excellent customer service

Conflict resolution

Multitasking

Communication skills

Time management

Teamwork

Problem solving

Typing

Education

High School Diploma/GED

Job description

Horizon Blue Cross Blue Shield of New Jersey empowers our members to achieve their best health. For over 90 years, we have been New Jersey’s health solutions leader driving innovations that improve health care quality, affordability, and member experience. Our members are our neighbors, our friends, and our families. It is this understanding that drives us to better serve and care for the 3.5 million people who place their trust in us. We pride ourselves on our best-in-class employees and strive to maintain an innovative and inclusive environment that allows them to thrive. When our employees bring their best and succeed, the Company succeeds.

About the Role

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.

Responsibilities

• Receive customer inquiries via phone, fax, mail, e-mail, etc.
• If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
• Review computer systems and/or other reference materials to complete verification process.
• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
• Follow up on unresolved issues in a timely manner, escalating call trends to management.
• Deliver an excellent customer service experience while meeting quality and production standards.
• Perform other relevant tasks as assigned by management.

What You Bring

Education/Experience:

• High School Diploma/GED required
• Some experience in a call center or customer service role within the health insurance industry preferred.

Knowledge:

• Medical terminology and medical billing coding preferred.

Skills and Abilities:

• Excellent Customer Service skills including the ability to manage and diffuse irate calls
• Ability to work in a high pressure, fast pace environment
• Keyboarding proficiency
• PC proficiency
• Strong verbal and written communication
• Interpersonal skills (i.e. active listening)
• Investigative and analytical skills
• Ability to multitask
• Time management skills
• Flexibility and adaptability
• Ability to work effectively within a team environment

Salary Range

Salary Range: $47,961 - $63,820 This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certification, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case.

Horizon also provides a comprehensive compensation and benefits package which includes:

• Comprehensive health benefits (Medical/Dental/Vision)
• Retirement Plans
• Generous PTO
• Incentive Plans
• Wellness Programs
• Paid Volunteer Time Off
• Tuition Reimbursement

Disclaimer: Horizon BCBSNJ employees must live in New Jersey, New York, Pennsylvania, Connecticut or Delaware.

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law.

Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.

About Us

We are the leading health insurer in New Jersey, trusted by generations of families and businesses. We are dedicated to enriching the lives and health of our members and the New Jersey communities we serve, because we live and work here too.

Our Mission

We empower our members to achieve their best health.

Our Vision

We are New Jersey’s health solutions leader driving innovations that improve health care quality, affordability and member experience in the markets we serve.