Senior Call Center Service Associate - Remote

Horizon Blue; New Jersey; On-site; USD 52,787 - 70,172; Full time

Benefits offered by this job

Comprehensive health benefits

Retirement plans

Generous PTO

Incentive plans

Wellness programs

Paid volunteer time off

Tuition reimbursement

Job summary

Horizon Blue Cross Blue Shield of New Jersey in Hopewell, NJ is seeking a Sr. Call Center Service Associate for full-time, on-site work.

You will resolve complex customer inquiries, provide second-level support, and coach junior staff while upholding quality standards and service levels. The role requires a High School Diploma or GED, 18+ months of call center experience, health insurance industry experience, and knowledge of medical terminology and billing.

Qualifications

• High School Diploma/GED required.
• 18+ months of call center/customer service experience required.
• Health insurance industry experience required.
• Knowledge of medical terminology and medical billing coding required.
• Knowledge of multiple claims systems preferred.

Responsibilities

• Receive escalated customer inquiries and provide second level resolution by initiating or continuing investigation process, documenting actions taken.
• Follow up on unresolved high priority/complex issues to bring them to a conclusion in a timely manner.
• Serve as a liaison for internal and external operational contacts to ensure optimal service.
• Assist in monitoring and managing team call volume and inventory, tracking key issues.
• Deliver excellent customer service while meeting quality and production standards.

Skills

Customer service

Communication

Interpersonal skills

Time management

Multitasking

Conflict management

Active listening

Adaptability

Analytical skills

Keyboarding

Education

High School Diploma/GED

Tools

Claims systems

Job description

Horizon Blue Cross Blue Shield of New Jersey in Hopewell, NJ is seeking a Sr. Call Center Service Associate for full-time, on-site work.

You will resolve complex customer inquiries, provide second-level support, and coach junior staff while upholding quality standards and service levels. The role requires a High School Diploma or GED, 18+ months of call center experience, health insurance industry experience, and knowledge of medical terminology and billing.