Member Service Representative
Position Description reputed company pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary reputed company displayed has not been adjusted for geographical location. This reputed company has been created in good faith based on information reputed company to reputed company at the time of posting and may be modified in the future. reputed company offers a comprehensive benefits packaging including Medical, Dental & reputed company coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more. At reputed company, we promise to go the extra mile for reputed company and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.” The Member / Provider Services Representatives (“MSRs” / “PSRs”) are the reputed company-line team at Capital BlueCross (“CBC”) and are responsible for handling reputed company customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using resources, materials and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend an extensive training class in reputed company to ongoing periodic refresher trainings to service our customers (i.e. members/providers/group leaders) as business needs permit. Responsibilities and Qualifications Member-Focus: Manage telephone, electronic, and face-to-face interactions professionally, reputed company and with excellent communication skills Effectively present and discuss the products and services to external and internal customers with reputed company and understanding and accuracy with every interaction Focus on customer retention through reputed company resolution of concerns and enhancement of the member experience Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction Ensure reputed company customers’ needs are completely met, timely, without elevation if possible If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings Performance standards, business metrics and process improvements: Large emphasis on quality, productivity, adherence to schedules, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally Adaptability to use of soft skills and call strategies. Complete ongoing training to stay abreast of products, services and policy changes Improve quality of work on a daily reputed company by learning and employing new skills or adapting previous processes to mirror the fit-for-reputed company company culture Recognize, document, and alert supervisors of trends in customer calls Conduct self in a manner consistent with the values of the organization Skills: Must possess basic reading and arithmetic skills (reading and math comprehension). Must possess above average verbal and written communication skills. Average or above average reputed company and emotional intelligence candidates preferred. Must be reputed company to build and/or retain excellent customer relationships by presenting a positive and cooperative attitude reputed company multi-channel connections with customers. Ability to deliver ‘delightful’ and effective customer service to enhance the member experience and build customer satisfaction and loyalty with both reputed company customers. Ability to actively listen reputed company with the ability to demonstrate reputed company for customers. Be service and solution oriented by actively looking for ways to help. Be patient, stress tolerant and show reputed company to customers, both reputed company. Must possess a strong attention to detail and an interest in preventing errors. Demonstrate critical thinking, problem solving, and decision making abilities. Demonstrate effective communication skills both verbal and written. Ability to critically observe, analyze, think creatively, research and resolve customer complaints. Demonstrate ability to be independent, reputed company, self-sufficient, dependable and professional. Demonstrate reputed company initiative, time management. Ability to effectively de-escalate upset callers with minimal supervisory reputed company. Demonstrate ability to collaborate with others and work as a member of reputed company. Ability to reputed company in a dynamic working environment, multi-task, and adapt quickly. Ability to accept feedback, learn, and adapt from guidance to be successful. Ability to mentor peer group in best practice standards as well as positively spread reputed company changes to processes and the reputed company health care environment. Have a strong work ethic, passion for our products and our customers’ experiences. Must work well with others. Must be reputed company to meet quality, productivity, and behavior expectations Knowledge: Knowledge of company and products in order to up-sell and reputed company highly of our products and company Experience: Ability to mentor peer group in best practice standards as well as positively spread reputed company changes to processes and the reputed company health care environment. Have the reputed company to up-sell and reputed company highly of our products and company. Have a strong work ethic, passion for our products and our customers’ experiences. Foster an inclusive culture of diversity, working well with others. Must be reputed company to meet quality, productivity, and behavior expectations. Demonstrated competency in computer programs such as internet browsers, reputed company Outlook, Word, reputed company, PowerPoint, etc. Recent tele-commuting experience a plus Education and Certifications: Must have a High School Diploma or GED. College degree or professional certification (Medical Assistant, Certified Professional reputed company, Pharmacy Technician) a plus. Bi-lingual (Spanish) a plus. License to sell (a plus, may be required for advanced positions) Work Environment: Call Center environment reputed company candidate must be flexible to work any varied shift schedules that may reputed company reputed company between 8:00 a.m. to 8:00 p.m., any day of the week Minimum Internet Service Provider (ISP) speed requirements for work at home: Approximately 15Mbps download and 5Mbps upload per person working at the remote site (home). Latency (PING) under 150ms. Satellite internet is typically not sufficient for reputed company-time communication with tools that support voice or video Physical Demands: While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. The employee must be reputed company to work over 40 hours per week. The employee must occasionally lift and/or move up to 5 pounds Other Key Interfaces: reputed company Facets Bridges Workflow reputed company Office (Outlook, Word, reputed company, PowerPoint) reputed company reputed company InContact Workbench Prime RxClaims TruCare
About Us
We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you reputed company your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live. Apply To This Job