Customer Service Representative (Medicare)

Independence Blue Cross LLC in; Philadelphia (Philadelphia County); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative for their Medicare Member Help Team. This fully remote position focuses on delivering exceptional service to customers while adhering to corporate policies. The role requires strong communication skills, the ability to problem-solve, and a customer-focused attitude. The training includes an onsite component, ensuring a comprehensive learning experience. Join a team committed to enhancing the health and well-being of the communities they serve, and make a meaningful impact in the healthcare sector.

Qualifications

• Strong interpersonal and organizational skills in a fast-paced environment.
• Ability to problem solve, prioritize, and maintain a flexible disposition.

Responsibilities

• Identify and assess customers' needs to achieve satisfaction.
• Handle member complaints and provide appropriate solutions.

Skills

Interpersonal Skills

Organizational Skills

Communication Skills

Problem Solving

Customer Service

Education

High School Diploma

Bachelor's Degree

Tools

Microsoft Office

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.

We are looking for a Customer Service Representative - Medicare Member Help Team with proven experience and a passion for providing excellent service to all customers.

Description:

• Identify and assess customers' needs to achieve satisfaction in accordance with FCR (First Call Resolution) goals.
• Document interactions with members, providers, or others to track contact reasons and trending issues in a timely manner.
• Handle member complaints and provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Adhere to corporate policies and procedures; remain current on department and industry regulations.
• Remain customer-focused with the ability to consistently maintain a professional demeanor with internal and external business partners (phone/non-phone).
• Deliver world-class service to both internal and external customers.
• Perform all other duties as assigned.

Qualifications:

• High school diploma required; bachelor's degree is preferred.
• Schedule flexibility during all hours of business (8:00 am - 8:15 pm, Sunday – Sunday), including the ability to work one late night and one weekend day.
• Ability to complete a 10–12-week training class and demonstrate proficiency in the material.
• Ability to work from home with a private, quiet workspace.
• The Customer Service Representative - MHT may be required to work overtime hours and/or provide additional weekend coverage based on business needs.
• Strong interpersonal and organizational skills in a fast-paced environment.
• Excellent oral and written communication skills.
• Ability to problem solve, prioritize, and maintain a flexible disposition.
• Customer-focused professionalism.
• Medicare knowledge is strongly preferred.
• Call Center experience is strongly preferred.
• Prior experience with and proficiency in Microsoft Office products is strongly preferred.

Fully Remote:
This role is designated by Independence as fully remote. The incumbent will not be required to report to an office location to perform the work.Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

Onsite Training: To ensure an engaging learning experience, our training program includes an onsite component. All participants are expected to be physically present at our 1900 Market Street, Philadelphia office for a total of nine (9) days, distributed across three (3) separate weeks during the 13-week training period. Specific onsite training weeks will be communicated in advance for proper planning.

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

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