(Medicare/MedSupp) Correspondence Phone Support, Intermediate

Blue Shield of CA; Lodi (CA); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking organization dedicated to enhancing the customer experience for senior members. As a Senior Markets Customer Service Representative, you'll be at the forefront of helping individuals navigate their healthcare needs with empathy and advocacy. This role requires a commitment to providing excellent service, identifying potential issues, and ensuring that members feel supported. With flexible scheduling, including weekends and holidays, you will thrive in a dynamic environment where teamwork and communication are key. If you are passionate about making a difference in the lives of others, this opportunity is perfect for you.

Qualifications

• 3+ years of relevant experience in customer service roles.
• Proficient in using Microsoft Suite and Excel for calculations.

Responsibilities

• Provide exceptional service to senior members navigating healthcare.
• Identify and resolve member issues while maintaining a positive experience.

Skills

Customer Service

Empathy

Problem Solving

Listening Skills

Multi-tasking

Education

High School Diploma or GED

Tools

Microsoft Suite

Excel

Job description

Your Role

Our Senior Markets Customer Experience Teams receive incoming telephone calls from both our 65+, Medicare and Medicare Supplement Senior members. The Senior Markets Call Center is open 7 days a week, 8:00 a.m. - 8:00 p.m., including holidays. If hired, you will be required to attend and complete paid, mandatory training remotely. You must attend each day for 8 hours, totaling 40 hours per week for the required training period. Training hours are 8:00 a.m-4:30.p.m Mon-Fri. After completion of successful training the agent may continue to work remotely in accordance with our work from home policy and will be assigned a 40-hour shift/schedule between the hours of 8am to 8pm 7 days a week.

The following job summary will help you understand the candidates/people well suited to our Senior Markets Call Center Team.

Job Summary:

Projected Start date: August 2025

Mandatory Training: Remote

As a Senior Markets Customer Service Representative (CSR), you are in charge of upholding our mission of providing a service worthy of our family and friends. Our members look to you to help them navigate healthcare, providing empathy and advocacy. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon. Medicare provides health coverage to individuals 65 and older or those with a severe disability regardless of age.

Successful CSRs deliver an effortless customer experience by:

• Taking the lead - our CSRs take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution.


• Identifying future problems - not only do our CSRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction.


• Sharing insights with peers and management - our positive team culture relies on open communication to continuously improve how our work gets done.


• Having fun! - our work is important, but we don't take ourselves too seriously. We love helping others and have a fun community dedicated to doing so!

You must also be:

• Available to work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period, also available to work Saturday and or Sunday and occasional holidays as part of your regularly scheduled shift


• Patient with members who call into our Centers with a question or a problem


• A good listener and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed


• Comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information


• Comfortable using Excel spreadsheets to calculate member premiums for health insurance


• To multi-task using a computer; talking to the member, and entering member information into their online record

Your Knowledge and Experience

• Requires a High School Diploma or GED, or equivalent

• Requires at least 3 years of prior relevant experience

• Flexibility in availability is required including weekends and holidays, shifts are not guaranteed

• Requires attending and completing training facilitated remotely

• Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently

• Requires high internet connectivity speed of a minimum 11MBPS and 3 MBPS upload speed

• Requires private work location at their residence free from distractions and within 25 feet of their Wi-Fi modem

Preferred Qualifications:

• Bilingual - Spanish, Korean, Mandarin Chinese, Tagalong, Vietnamese language proficiency as demonstrated by successful completion of an oral language proficiency test