Customer Service Rep (Premier)

Independence Blue Cross; Philadelphia (Philadelphia County); Remote; USD 35,000 - 50,000; Full time

Job summary

Independence Blue Cross is looking for a Customer Service Representative to join their team. This remote position focuses on providing top-notch customer service to clients across various channels, ensuring all inquiries are addressed promptly and accurately. Ideal candidates will possess strong communication skills, a customer-focused mindset, and the ability to work independently. The role requires handling customer interactions with professionalism and care, supported by a commitment to quality service.

Benefits

Flexibility with working hours

8% shift differential for later shifts

Work from home capability

Qualifications

• 2-3 years of proven customer contact experience preferred.
• Experience in hospitality, healthcare, or pharmaceutical industries.
• Ability to work remotely with a high-speed Wi-Fi connection.

Responsibilities

• Handling customer inquiries professionally and courteously.
• Researching to provide accurate information to customers.
• Meeting quality performance standards within time frames.

Skills

Exceptional customer service

Problem-solving

Strong communication

Interpersonal skills

Research and analysis

Bilingual skills

Education

High School diploma or equivalent

Two years of college (preferred)

Job description

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together, we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Customer Service Representative Responsibilities:

• Attain and keep current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.
• Be available as assigned to accept calls in a professional and courteous manner.
• Determine the nature of the call and take all possible actions, including research, completing forms, or follow-up, to ensure the provision of accurate information, service, and assistance upon first contact.
• Acquire knowledge of all claims systems applications and member service systems.
• Prepare and forward appropriate requests to operating areas to accomplish actions required as a result of inquiries.
• Check internal system inboxes to ensure completion and follow-up actions. Obtain required information and make callbacks when necessary.
• Meet quality performance standards and work within established time frames.
• Acknowledge each piece of mail and respond to written inquiries either by telephone or letter professionally.
• Inform the Supervisor when any accountabilities cannot be performed due to matters beyond control, such as system, procedural, or administrative errors indicating a trend.
• Ask effective probing questions and deescalate challenging member inquiries and concerns.
• Support the area in the ongoing use of TQM principles in continuous quality improvement.
• Perform other duties as assigned.
• The Call Center operates from 8:00am to 11:00pm EST; flexibility with hours is required. An 8% shift differential is offered for later shifts.
• Work from home capability includes high-speed Wi-Fi of at least 400 Mbps and a quiet, confidential workspace.
• Assist junior staff as needed.

Qualifications - External

• Minimum High School diploma or equivalent; two years of college preferred.
• 2-3 years of proven customer contact experience preferred.
• Experience in hospitality, healthcare, or pharmaceutical industries.
• Exceptional customer service and problem-solving skills.
• Bilingual skills are a plus.
• Strong communication and interpersonal skills.
• Ability to research and analyze information independently, make responsible decisions, and maintain customer-focused professionalism.

This role is fully remote, designated by Independence. Work must be performed in Houston, TX; Columbus, OH; or in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of age, race, color, religion, sex, national origin, sexual orientation, veteran status, or disability.

Must have an Android or iOS device compatible with the Microsoft Authenticator app.