Remote Behavioral Health Navigator (Associate)

Independence Blue Cross; Philadelphia (Philadelphia County); On-site; USD 50,000 - 66,000; Full time

Job summary

Independence Blue Cross is seeking an Associate Customer Care Navigator (Behavioral Health) to deliver non-technical resolutions via phone, email, or chat. The role emphasizes empathy, collaboration, and problem-solving across departments to improve member health journeys.

Fully remote within the Tri-State area (DE, NJ, PA) with a strong focus on customer advocacy and innovative service delivery. A Bachelor’s degree is preferred and 0–2 years in similar roles is a plus.

Qualifications

• Bachelor’s degree preferred or equivalent.
• 0-2 years of experience related to customer advocacy.
• Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills.
• Ability to think strategically and set priorities across multiple contact channels.
• Strong attention to detail and ability to collaborate in a team.

Responsibilities

• Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
• Follows documented process when engaging urgent/crisis situations for behavioral health calls.
• Resolves problems and communicates solutions or requested information.
• Analyzes customer service needs and coordinates with other departments to deliver solutions.
• Develops and maintains understanding of services offered to resolve complex inquiries.
• Uses CRM to record activities and research product information.
• Works on projects of limited complexity in a support role.

Skills

Empathy

Emotional intelligence

Patience

Interpersonal skills

Tech Savvy

MS Office

Education

Bachelor’s degree preferred or equivalent

Tools

Microsoft Office

Job description

Independence Blue Cross is seeking an Associate Customer Care Navigator (Behavioral Health) to deliver non-technical resolutions via phone, email, or chat. The role emphasizes empathy, collaboration, and problem-solving across departments to improve member health journeys.

Fully remote within the Tri-State area (DE, NJ, PA) with a strong focus on customer advocacy and innovative service delivery. A Bachelor’s degree is preferred and 0–2 years in similar roles is a plus.