Customer Service Rep (Premier)

Independence Blue Cross; Philadelphia (Philadelphia County); Remote; USD 45,000 - 55,000; Full time

Job summary

Independence Blue Cross invites applications for the position of Customer Service Representative (Premier) in Philadelphia. The role focuses on delivering exceptional customer service and managing inquiries effectively. Ideal candidates will possess strong communication skills and previous experience in customer contact, particularly within the healthcare or insurance sectors. This fully remote role requires flexibility and offers a chance to contribute to the health and wellness of the communities served.

Benefits

Flexible working hours

8% shift differential for later shifts

Work from home capability

Qualifications

• High School diploma or equivalent required.
• Preferred: Two years of college education.
• 2-3 years of experience in customer service preferred.

Responsibilities

• Attain knowledge to respond to inquiries and provide assistance.
• Determine call nature and take action to ensure information accuracy.
• Check internal system inboxes for completion and follow-up.

Skills

Customer service

Problem-solving

Communication

Interpersonal skills

Bilingual

Education

High School diploma or equivalent

Two years of college education (preferred)

Job description

Join to apply for the Customer Service Rep (Premier) role at Independence Blue Cross

Join to apply for the Customer Service Rep (Premier) role at Independence Blue Cross

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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

• Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.
• Available as assigned to accept calls in a professional and courteous manner.
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.
• Acquire knowledge of all claims systems applications and member service systems.
• Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.
• Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries.
• Meets quality performance standards and works within established time frames.
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
• Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
• Ability to ask effective probing questions and deescalate challenging member inquiries and concerns.
• Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.
• Performs other duties as assigned.
• The Call Center is open from 8:00am-11:00pm EST—we ask for flexibility with these hours as business needs dictate our business hours. We do offer an 8% Shift differential for those working the later shifts.
• Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
• May assist junior staff as needed
  
  

Qualifications - External

• Minimum High School diploma or equivalent
• Two years of college education preferred.
  
  

Experience

• 2-3 years proven work experience with customer contact preferred**
• Experience in the hospitality, healthcare, or pharmaceutical industry
• Exceptional customer service, problem-solving skills.
• Bilingual a plus
• Strong communication skills
• Demonstrated strong interpersonal skills
• With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer-focused professionalism at all times.
  
  

This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the following states: 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 for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Insurance

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