Care Navigator & Customer Advocate

Blue Cross and Blue Shield of North Carolina; United States; Teletrabalho; USD 42 000 - 67 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual Incentive Bonus

401(k) with employer match

Paid Time Off (PTO)

Competitive health benefits

Resumo da oferta

Blue Cross NC is actively seeking a customer service expert to engage with members, employer groups, and providers through phone and chat, resolving benefits and eligibility questions. The role emphasizes education, training sessions, and driving self-sufficiency in using online tools.

Candidates should have a high school diploma and 3+ years in related fields. A strong focus on customer satisfaction, multi-channel support, and continuous improvement is essential.

Qualificações

• High school diploma or GED required.
• 3+ years of experience in related field.

Responsabilidades

• Engage with providers, billing, and case managers to resolve customer concerns and educate on benefits, claims and eligibility.
• Provide customer education by conducting training sessions at employer sites and online sessions.
• Support ongoing complex customer inquiries such as those with serious health conditions and complex claims/benefit issues.
• Screen members to determine case management needs while using additional resources as needed.
• Adjust simple/routine claims as needed (for Provider only).
• Provide multi omni-channel inbound and outbound inquiry support.
• Interact with member/provider using probing and creative problem-solving techniques for diagnosis and issue resolution.
• Assist customers in navigating our online and mobile tools and guide them to self-sufficiency.
• Guide customers to make best healthcare decisions by educating them on plan selections, value of benefits, and choosing quality providers.
• Be a driver for new ideas and continuous process improvement.
• Engage with local, state and federal government entities and plan participants regarding our products, services and policies.
• Serve as subject matter expert or mentor to team members for non-routine inquiries.
• Leverage analytical skills to query, analyze and interpret data to address customer and business needs.

Conhecimentos

Active Listening

Client Issue Resolution

Customer Care

Customer Education

Customer Engagement

Customer Satisfaction

Customer Service

Customer Service Operations

Key Customer Management

People Management

Formação académica

High School Diploma or GED

Descrição da oferta de emprego

Blue Cross NC is actively seeking a customer service expert to engage with members, employer groups, and providers through phone and chat, resolving benefits and eligibility questions. The role emphasizes education, training sessions, and driving self-sufficiency in using online tools.

Candidates should have a high school diploma and 3+ years in related fields. A strong focus on customer satisfaction, multi-channel support, and continuous improvement is essential.