Remote Customer Service Rep — First-Contact Support

Independence Blue Cross; Pennsylvania; Remote; USD 36,000 - 56,000; Full time

Benefits offered by this job

Shift differential

Job summary

Independence Blue Cross is hiring a fully remote Customer Service Representative to handle information requests, calls, and inquiries. You will work across claims and member service systems, performing research, forms, and follow-up to resolve inquiries on first contact.

The role requires strong soft skills for probing questions, deescalation, and commitment to quality. Training includes onsite days at our Philadelphia facility, with remote work supported in the Tri-State Area.

Qualifications

• Experience providing information, service, and assistance by phone
• Ability to ask probing questions and deescalate challenging inquiries
• Willingness to work flexible hours including evenings

Responsibilities

• Attains and keeps current with knowledge and skills to provide information, service, and assistance
• Available to accept calls in a professional and courteous manner
• Determine the nature of the call and take action to provide accurate information on first contact
• Acquire knowledge of claims systems and member service systems
• Prepare and forward requests to operate areas to fulfill inquiries
• Follow up on inquiries and callbacks to complete actions
• Meet quality performance standards within set timeframes
• Acknowledge mail and respond to written inquiries professionally
• Escalate issues when needed and report system or procedure problems
• Support continuous quality improvement through Total Quality Management
• Be flexible to work the 8:00am-11:00pm EST shift windows and later shifts

Skills

Customer service

Phone support

Deescalation

Job description

Independence Blue Cross is hiring a fully remote Customer Service Representative to handle information requests, calls, and inquiries. You will work across claims and member service systems, performing research, forms, and follow-up to resolve inquiries on first contact.

The role requires strong soft skills for probing questions, deescalation, and commitment to quality. Training includes onsite days at our Philadelphia facility, with remote work supported in the Tri-State Area.