Customer Experience Representative

Blue Cross and Blue Shield of Kansas; Topeka (KS); Remote; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health insurance

6 weeks parental leave

Fertility/Adoption assistance

2 weeks caregiver leave

401(k) matching up to 5%

Tuition reimbursement

Health & fitness benefits

Job summary

Blue Cross and Blue Shield of Kansas is seeking a Customer Experience Representative. This role provides world-class customer service to members, employers, and providers, handling inquiries by phone, email, and written channels.

The position allows remote work or onsite work per Telecommuting Policy. Candidates must reside in Kansas or Missouri or be willing to relocate. Prior experience in customer service and strong communication are valued.

Qualifications

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

Responsibilities

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

Skills

Customer service

Communication

Empathy

Time management

Problem solving

Listening

Education

High school diploma

College courses in communications/medical fields

Job description

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13681262 **Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.** **You Belong At Blue** We are always looking for exceptional talent to join our growing team. We hire Customer Experience Representatives throughout the year based on business needs. By submitting your application, you’re expressing interest in **current and future opportunities** with our Customer Experience team. Your application may be reviewed for an immediate opening or retained for consideration for a future hiring date that matches your qualifications and availability. Even if there isn’t an immediate opening that aligns with your availability, we can consider you for upcoming opportunities.

• 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

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 remotely, 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