Customer Service Advocate III

001 BlueCross and BlueShield of South Carolina; Columbia (SC); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health plans

Dental and vision coverage

401k with company match

Life Insurance

PTO

On-site cafeterias and fitness centers

Education assistance

Service recognition

National discounts

Job summary

BlueCross BlueShield of South Carolina is seeking a customer service specialist to provide prompt, accurate responses to complex inquiries by phone, web, or in person. This full-time, on-site role at 4101 Percival Rd, Columbia, SC 29229 requires the ability to research and resolve issues while maintaining quality and timeliness.

You will collaborate with other departments, document issues, and support process improvements.

Qualifications

• High school diploma or equivalent required.
• 2 years of customer service or claims processing experience, or a Bachelor's degree in lieu of experience.
• Strong communication skills, both written and verbal.
• Ability to handle confidential or sensitive information with discretion.
• Ability to learn and operate multiple computer systems efficiently.

Responsibilities

• Respond to complex inquiries via phone, email, web, or walk-ins promptly and accurately.
• Research issues requiring deviation from standard scripts and procedures.
• Maintain departmental productivity, quality, and timeliness standards.
• Initiate actions to resolve inquiries and adjust processes as needed.
• Coordinate with other departments to resolve problems and provide feedback to management.
• Maintain accurate records of issues and follow up until resolved.

Skills

Oral and written communication

Organizational and analytical skills

Customer service excellence

Stress management

Confidential information handling

Multisystem proficiency

Education

High School Diploma or equivalent

Associate Degree-Any Major

Tools

Microsoft Office

Job description

Summary

Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries. Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

Location & Working Hours

This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 4101 Percival Rd, Columbia, SC 29229

What You’ll Do

• Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries.
• Handles situations which may require adaptation of response or extensive research.
• Maintain all departmental productivity, quality and timeliness standards.
• Initiate corrective actions, process adjustments, or perform other research to resolve inquiries.
• Evaluate inquiries to identify underlying causes and implement actions to prevent future issues.
• Coordinate with other departments to resolve problems.
• Provide feedback to management regarding customer issues.
• Maintain accurate records concerning issues.
• Follow through on complaints until resolved or report to management as needed.
• Maintain knowledge of procedures and policies.
• Assist with process improvements by recommending improvements in procedures and policies.
• Assist with the training of new employees and cross training of coworkers.

Required Education

High School Diploma or equivalent

Required Work Experience

2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.

Required Skills and Abilities

• Strong oral and written communication skills. Proficient in spelling, punctuation, and grammar.
• Strong organizational, analytical, and customer service skills.
• Ability to handle high stress situations.
• Basic business math proficiency.
• Ability to handle confidential or sensitive information with discretion.
• Ability to learn and operate multiple computer systems effectively and efficiently.

Required Software and Other Tools

Microsoft Office.

Preferred Work Experience

3 Years Customer service or claims processing experience.

Preferred Education

Associate Degree-Any Major

Preferred Skills and Abilities

• Ability to persuade, negotiate or influence.

Preferred Software and Other Tools

Knowledge of database software.

Our Comprehensive Benefits Package Includes The Following

• Subsidized health plans
• Dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations. We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy-related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company. If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case by case basis. We participate in E-Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

About Our Company

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Welcome Here’s Your Smart Career Move Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but for more than seven decades we’ve been part of the national landscape, with our roots firmly embedded in the South Carolina community. Business and political climates may change, but we’re stronger than ever. Our A.M. Best rating is A+ (Superior) — making us the only health insurance company in South Carolina with that rating. We’re the largest insurance company in South Carolina … and much more. We are one of the nation’s leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies that allows us to build on a variety of business strengths. We deliver outstanding service to our customers.

If you are dedicated to the same philosophy, consider joining our team! Veterans Welcome! BlueCross is a strong supporter of our veterans, and many service men and women have joined our ranks. We’ve found the dedication, work ethic and job skills that serve well in the military excel in many of our lines of business, and we proudly have veterans filling positions in Human Resources, Information Technology, Customer Service, Operations, General Services and more. Through our government contracts, we also have employees serving at Shaw Air Force Base, the Naval Health Clinic in Charleston, the Naval Hospital in Beauport and in our hometown of Columbia, S.C., at Ft. Jackson. If you are a full-time employee in the National Guard or Reserves, we will even cover the difference in your pay if you are called to active duty.