Customer Service Advocate I - Medicaid (Remote)

CareFirst BlueCross BlueShield; Baltimore (MD); On-site; USD 32,000 - 59,000; Full time

Job summary

CareFirst BlueCross BlueShield in Baltimore, MD seeks a customer service associate to assist members, providers, and brokers with product information, benefits, and billing inquiries in a busy call center. You will resolve issues, document interactions, and support ongoing education on new services.

The role emphasizes accurate information delivery, fast problem-solving, and strong communication in a healthcare environment. High school diploma and basic customer service exposure preferred.

Qualifications

• High School Diploma or GED required.
• Less than 1 year customer service experience preferred.
• Empathetic and compassionate communicator with strong interpersonal skills.

Responsibilities

• Provide first-level problem resolution for member, provider, and broker inquiries via phone or written correspondence.
• Interpret contractual language and educate customers on benefit utilization and limitations.
• Document all client interactions according to procedures.
• Maintain customer records using enrollment/inquiry tracking systems.
• Participate in ongoing training on new services and industry topics.

Skills

Empathetic communicator

Interpersonal skills

Oral and written communication

Trust building

Education

High School Diploma or GED

Tools

Enrollment/tracking system

Job description

PURPOSE:

Responsible for answering member, provider & broker inquiries pertaining to product information, benefits, claims resolution, eligibility and billing questions in a call center environment. Proactively provides information and education to members, providers & brokers, as appropriate, about a variety of health, financial, and self-service programs. Provides basic technical assistance and troubleshooting guidance for digital and electronic applications.

Resp & Qualifications

Responsible for answering member, provider & broker inquiries pertaining to product information, benefits, claims resolution, eligibility and billing questions in a call center environment. Proactively provides information and education to members, providers & brokers, as appropriate, about a variety of health, financial, and self-service programs. Provides basic technical assistance and troubleshooting guidance for digital and electronic applications.

Essential Functions

• Provides first- level problem resolution to member, provider & broker inquiries via telephone and/or written correspondence by gathering and researching information; examine claim submissions verifying claim and system accuracy as well as liability, validate customer understanding of information and resolves issues based on applicable policies and procedures.
• Uses knowledge of products and the contractual provisions that govern administration to provide customer service and education, to interpret contractual language to the customer for the purpose of providing benefit utilization and limitations, to determine the need for managed care initiatives, and to administer all types of services to customers within the business segment through telephonic inquiries, written and/or electronic inquiries and claims adjustments, if applicable. Appropriately documents all client interactions according to established departmental procedures.
• Delivers accurate information to customers in accordance with performance goals and objectives.
• Maintains customer records by updating account information by effectively utilizing the business areas enrollment/inquiry tracking system & processes.
• Participates in ongoing education related to new services, industry topics, and skills.

Qualifications

Education Level:

High School Diploma or GED.

Experience:

Less than one year customer service experience.

Preferred Qualifications

• Less than 1 year experience in a call center customer service role or experience with medical or insurance terminology.

Knowledge, Skills And Abilities (KSAs)

• Successful completion of the training provided.
• Demonstrated skills as an empathetic and compassionate communicator.
• Ability to quickly gain customer trust and confidence.
• Demonstrated PC navigation and data entry skills.
• Strong interpersonal communication skills.
• Good oral and written communication skills.
• Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.

Salary Range:

$32,256 - $59,136

Salary Range Disclaimer

The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

Physical Demands

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship