Customer Service Representative I

Arkansas Blue Cross and Blue Shield; Little Rock (AR); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Tuition reimbursement

Club Blue - onsite gym

Green Leaf Grill onsite restaurants

Wellness incentives

Job summary

Arkansas Blue Cross and Blue Shield is seeking a Customer Service Representative to resolve inquiries in a timely, courteous manner and document detailed contact information. The CSR may research systems or consult experts to reach first-time resolutions whenever possible.

Requirements include a high school diploma and two years of specialized customer service experience (or 48 college credits plus one year). Strong communication and multitasking skills are essential in a high-stress environment.

Qualifications

• High school diploma or equivalent.
• Minimum two years' experience in specialized customer service; or two years of college coursework (at least 48 credit hours) plus one year experience.
• Strong written and verbal communication; ability to work in a high-stress environment.

Responsibilities

• Communicate in clear, concise business English; explain insurance topics accessibly.
• Interact directly with members, groups, and providers to resolve issues related to products and health plans.
• Complete interactions per company standards and HIPAA privacy guidelines.
• Maintain accurate electronic notes of conversations in the appropriate software systems.
• Handle other duties as assigned.

Skills

Active Listening

Customer Service

Multitasking

Written and Verbal Communications

Problem Solving

Time Management

Detail Oriented

Organized

Independent Thinking

Communication

Education

High School Diploma or GED

48 College Credits

Job description

Job Summary

Job Summary The Customer Service Representative (CSR) ensures final resolution of each customer inquiry in a timely and courteous manner while documenting detailed information relevant to the contact. Resolution may require system research and/or contacting experts in other areas of the company. Although some encounters may require multiple interactions, the CSR strives for the company goal of “first time resolution” whenever possible.

Requirements

EDUCATION High school diploma or equivalent.

EXPERIENCE Minimum two (2) years' experience in a specialized customer service environment. OR two (2) years' college coursework (at least 48 credit hours) plus one (1) year experience in a specialized customer service environment.

ESSENTIAL SKILLS & ABILITIES

Customer Resolutions Multitasking Active Listening Keyboarding Work Independently Independent Thinking Organized Detail Oriented Written and Verbal Communications Customer Service Problem Solving Working in a high stress environment Computer Literacy Must pass company proficiency test:

Customer Service Assessment Skills

• Active Listening
• Computer Literacy
• Critical Thinking
• Customer Service
• Documentations
• Evaluating Information
• Oral Communications
• Organizing
• Problem Solving
• Researching
• Results Interpretation
• Time Management
• Written Communication

Responsibilities

• Communication: Communicates in a clear and concise manner (whether orally or in writing) using business English, correct grammar, and precise vocabulary; learns to make complex insurance topics accessible to a wide audience and explain benefits without resorting to jargon; develops the ability to listen, comprehend what is being said, and ask appropriate questions that help lead to issue resolution; and keeps accurate and complete electronic notes of conversations in the appropriate software systems.
• Customer Service: Interacts directly with customers, which may include members, groups, and providers to resolve issues related to the products and services and health insurance plans offered by ABCBS and its family of companies; and completes interactions based on company standards and directives as well as within state and federal guidelines such as the privacy rules enumerated in HIPAA guidelines.
• Other duties: As assigned
• Problem-Solving/Complaint Resolution: Always conducts him/herself in a positive and professional manner, addressing others with politeness, etiquette, and tact; handles confrontational situations with empathy but also in such a manner as to reach fact-based objective conclusions and resolve; and gains conclusive agreement through negotiation.
• Product Knowledge and System Know-How: Becomes an expert on benefits and eligibility for health insurance plans supported by multiple lines of business, as requested; and knows where and how to find information pertinent to providing superior customer service.

Certifications

Security Requirements This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties

Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

Employment Type

Regular ADA Requirements 1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.

Why? We Love our Employees

Arkansas Blue Cross is consistently ranked as one of the best places to work in Central Arkansas. At Arkansas Blue Cross, we care about the health, wellness, and education of our employees.

We offer many great incentives such as:

• Tuition reimbursement.
• Club Blue, a free, onsite gym to encourage exercise.
• Green Leaf Grill and Green Leaf Grill Express, onsite restaurants in Little Rock that promote healthy eating.
• Incentives for wellness education and exercise

We Love our Culture

The average tenure is 10 years with hundreds of employees having been here 15 years or longer. Our inclusive culture brings employees together to connect while celebrating our differences.

We Love our Community

Our employees often volunteer within their communities, at charity events, walks and runs, schools and nonprofits. When disasters strike, our employees help wherever they are needed. It’s just another way we show that Blue cares.