Customer Service Representative

Bring your drive for excellence, teamwork, and customer commitment to Independence Blue Cross. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Successful candidates will have experience providing excellent service to customers of health insurance companies or other businesses. Qualified candidates must be comfortable working autonomously, in a virtual environment, and within typical call center metrics and constraints.

Customer Service Representative Responsibilities

• Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.
• Available as assigned to accept calls in a professional and courteous manner.
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.
• Acquire knowledge of all claims systems applications and member service systems.
• Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.
• Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries.
• Meets quality performance standards and works within established time frames.
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
• Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
• Ability to ask effective probing questions and deescalate challenging member inquiries and concerns.
• Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.
• Performs other duties as assigned.
• The Call Center is open from 8:00am-11:00pm EST—We ask for flexibility with scheduling, as business needs may require coverage across the full range of operating hours—including the possibility of working a late-night-only shift. To support our team members working later hours, we offer an 8% shift differential for those scheduled during evening and late-night shifts.
• Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
• May assist junior staff as needed.
  
  

Qualifications - External

• Minimum High School diploma or equivalent
• Two years of college education preferred.
  
  

Experience

• 2-3 years proven work experience with customer contact preferred**
• Experience in the hospitality, healthcare, or pharmaceutical industry
• Exceptional customer service, problem-solving skills.
• Bilingual a plus
• Strong communication skills
• Demonstrated strong interpersonal skills
• With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer-focused professionalism at all times.
  
  

This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the following states: Houston, TX, Columbus, OH, or in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.