Customer Experience Representative

Blue Cross and Blue Shield of Kansas; Kentucky; Remote; USD 42,000 - 55,000; Full time

Benefits offered by this job

Incentive pay program (EPIP)

Health/Vision/Dental insurance

6 weeks paid parental leave

Fertility/Adoption assistance

2 weeks paid caregiver leave

401(k) plan matching up to 5%

Tuition reimbursement

Health & fitness benefits, discounts

Job summary

Blue Cross and Blue Shield of Kansas is seeking a Customer Experience Representative to deliver a world-class service experience to members, employers, and providers. This role may be remote or onsite per our Telecommuting Policy and requires residence in Kansas or Missouri or willingness to relocate.

You will resolve inquiries about benefits, eligibility, coverage, payments, claims, and other contract details, working with teams to provide timely, accurate solutions.

Qualifications

• High school diploma or equivalent required.
• College courses in communications/medical fields preferred.
• Two years navigating multiple computer systems preferred.
• Two years of customer service experience preferred.

Responsibilities

• Research, resolve, and respond to inquiries via telephone, written, and email communication.
• Resolve inquiries and complaints in a timely and accurate manner.
• Collaborate with peers, other departments, and leadership to find solutions.
• Perform assigned job-related duties and any special projects.

Skills

Effective communication

Empathy

Problem solving

Time management

Technical skills

Education

High school diploma or equivalent

College courses in communications/medical fields

Job description

Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

You Belong At Blue

Why Join Us

• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
• Family Comes First : Total rewards package that promotes the idea of family first for all employees. Paid vacation and sick leave with paid maternity and paternity available immediately upon hire
• Professional Growth Opportunities: Advance your career with ongoing training and development programs.
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals in a work environment that promotes flexibility.
• Trust and Stability: Work for one of the most trusted companies in Kansas with over 80 years of commitment, compassion and community.
• Inclusive Work Environment: We pride ourselves on fostering a workplace where everyone is valued and respected.

Benefits & Perks

• Base compensation is only one component of your competitive Total Rewards package
  • Incentive pay program (EPIP)
  • Health/Vision/Dental insurance
  • 6 weeks paid parental leave for new mothers and fathers
  • Fertility/Adoption assistance
  • 2 weeks paid caregiver leave
  • 401(k) plan matching up to 5%
  • Tuition reimbursement
  • Health & fitness benefits, discounts and resources

Job Summary

The customer experience representative provides a world class customer service experience through resolution of complex customer inquiries from members, employers, and providers.

• This position is eligible to work remote, or onsite in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

What You’ll Do

• Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication. Inquiries can be regarding contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints.
• Resolve customer inquiries and complaints in a timely and accurate manner according to company and regulatory requirements.
• Work with peers, other departments, and leadership to find appropriate solutions to problems.
• Perform assigned job-related duties as required, including any special projects.

What You Need

Education and Experience:

• High school diploma or equivalent is required.
• College or continuing education courses in communications and/or medical related fields is preferred.
• Two years of navigating multiple computer systems is preferred.
• Two years of customer service experience is preferred.

Physical Requirements

• Communicate by telephone 95 percent of the workday.
• Use a personal computer in a stationary position at least 95 percent of the workday.

Knowledge/Skills/Abilities

• Effective communication skills to resolve complex inquiries and complaints.
• Ability to interact positively with internal and external customers while demonstrating empathy, adaptability, problem solving, and listening skills.
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Ability to listen, talk, type, and perform research simultaneously using various research channels.
• Time-management skills to respond to customer inquiries promptly.
• Technical skills to effectively use computer programs and troubleshoot simple computer issues.
• Must be comfortable working independently in a structured environment.
• Ability to adhere to a rigid schedule and have regular and predictable attendance.
• A license from the Kansas Department of Insurance is not required for general employment. However, if an employee is trained to handle direct enrolled calls —excluding calls that are strictly service-only —they will be required to obtain and maintain an active insurance license issued by the Kansas Department of Insurance.
• Upon completion of training:
  • Working knowledge of Blue Cross and Blue Shield of Kansas’ customer service systems is required.
  • Detailed knowledge of contracts, benefits, and enrollment regulations is required.

Compensation

20.96- $26.20

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

Our Commitment to Connection and Belonging

At Blue Cross and Blue Shield of Kansas, we are committed to fostering a culture of connection and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

Blue Cross and Blue Shield of Kansas conducts pre-employment drug screening, criminal conviction check, employment verifications and education as part of a conditional offer of employment.