Customer Support Rep I

Blue Cross Blue Shield of Alabama; Birmingham (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Blue Cross and Blue Shield of Alabama in Hoover, Alabama, is seeking a Customer Support Representative I to join our training-focused call center team. The role begins with a comprehensive 22-week onsite training program at our Birmingham-area corporate office and progresses to live customer interactions under supervision.

After training, associates provide efficient, professional service, document customer contacts, and follow a clear career pathway with opportunities for advancement within the

Qualifications

• Experience using a keyboard and/or personal computer.
• Demonstrated experience communicating effectively with customers.
• Ability to understand and interpret complex oral and written directions.
• Experience multitasking and organizing work responsibilities.
• Experience with medical terminology, ICD-10, and CPT coding preferred.
• Experience in a corporate or office setting preferred.
• Experience in a clinical setting preferred.
• Bachelor's degree preferred.

Responsibilities

• Complete training modules and respond to live calls under supervision.
• Provide efficient, prompt, and professional service to customers.
• Progress through training to a Customer Support Representative I position.
• Work a predetermined schedule with set lunches and breaks.
• Document customer contacts in the system.

Skills

Keyboard skills

Effective communication

Interpret complex directions

Multitasking

Medical terminology

ICD-10/CPT coding

Office experience

Clinical setting experience

Bachelor's degree preferred

Education

Bachelor's degree

Job description

Overview

The mission of the Customer Service Division is to provide exceptional personalized service to all of our customers every time they contact us. This is achieved by the courteous, accurate and efficient manner that our associates handle questions and issues from our customers. The Customer Service Division upholds our reputation as the "Caring Company" through the professionalism and dedication that each call centre associate displays in their daily effort to improve the quality of our service to our customers.

Department Overview

The mission of the Customer Service Division is to provide exceptional personalized service to all of our customers every time they contact us. This is achieved by the courteous, accurate and efficient manner that our associates handle questions and issues from our customers. The Customer Service Division upholds our reputation as the "Caring Company" through the professionalism and dedication that each call centre associate displays in their daily effort to improve the quality of our service to our customers.

Realistic Job Preview

Please view the following video for a realistic job preview of the Customer Support Representative I position.

Primary Responsibilities

This is a training position designed to prepare incumbents for contact with customers in the Customer Service Call Center. Associates will progress through a series of training modules, including lecture, role-play, and computer-based instruction. Finally, associates will respond to live calls under supervision of a trainer or mentor. Associates must meet performance criteria for each training module in succession.

Upon successful completion of the training program, the associate is eligible for placement in the Customer Support Representative I position. The associate will be responsible for providing efficient, prompt, and professional service to customers on inquiries received. The associate will work a predetermined schedule, including set lunches and breaks to ensure appropriate staff is available to assist customers. This position requires the usage of proper grammar and articulation. Also required is using a keyboard to effectively interface with the system ensuring customer contacts are documented immediately.

Summary of Qualifications

• Experience in a position using a keyboard and/or personal computer


• Demonstrated experience communicating effectively in order to interact with customers


• Experience in a position understanding and interpreting complex oral and written directions


• Experience in a position multi-tasking and organizing work responsibilities


• Experience with medical terminology, ICD-10, and/or CPT coding preferred


• Experience in a corporate or office setting preferred


• Experience in a clinical setting (i.e. physician's office, clinic, hospital, home health) preferred


• Bachelor's degree preferred

Our Investment in You:

You do not have to be an expert to be part of our team. We are not a scripted call center. No two members, problems, or resolution journeys are the same. Sometimes you will not know the right answer, but we are looking for someone who is always up for the challenge. As long as you bring the passion for customer service, problem solving and commitment to serve others, we will invest in you to take care of the rest. We will provide fun, thorough and paid training that will teach you everything you need to know to feel confident handling customer issues with a team of support by your side.

After successfully completing the training program, you will have the opportunity to progress through our career pathways in as little as 18 months. So come grow with us!

Note:

Additional incentive opportunities will be available after completion of training. The location expectation is for this position to be primarily hosted onsite at our Birmingham corporate office Opportunities for full-time remote work can become available as you progress through career pathway.

Work Location

This position begins with a comprehensive 22-week training program conducted onsite at our corporate office in Hoover, Alabama. During training, employees are expected to work onsite Monday through Friday and follow a set schedule of 8:00 a.m. to 4:45 p.m.

After successfully completing training, employees may be eligible for a hybrid work arrangement based on business needs, performance, and attendance. Hybrid work is not guaranteed, and approved employees will typically work onsite 3 to 4 days per week. Work schedules following training are determined by operational needs and may vary within our call center hours of 7:00 a.m. to 6:00 p.m., Monday through Friday.

Business areas reserve the right to require associates to return to the office as needed, based on performance or other business considerations. A hybrid work schedule is subject to amendment or termination at any time by the Company.

Terms and Agreements

By submitting a job application, I attest that all information to the best of my knowledge is true and accurate. Furthermore, I understand that any information provided by me throughout the job application process is subject to verification including, but not limited to work experience, education, assessment (test) and interviews.

We appreciate your interest in Blue Cross and Blue Shield of Alabama 'The Company'. The Company does not discriminate in hiring or employment on the basis of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetics, status as a disabled or protected veteran, or because of citizenship status in the case of a citizen or intending citizen. No question on this application is intended to secure information to be used for such discrimination.

Blue Cross and Blue Shield of Alabama is an independent licensee of the Blue Cross and Blue Shield Association