Account Advocate

BlueCross BlueShield of South Carolina•Columbia, SC

29d•Onsite

About The Position

Summary Coordinates with relevant areas to ensure customers (agents, group administrators, members, etc.) receive outstanding customer service and to ultimately retain customer base. Addresses issues as they are identified. Resolves and communicates results, concerns and/or problems to management. Description Logistics: This position is full time (40 hours/week) Monday-Friday, typical work hours between 8:30 am – 5:00 pm, based on site at the Percival Road, Columbia, SC, location. What You Will Do: Provides comprehensive service to all assigned groups in a professional manner. Responds to internal and external inquiries pertaining to assigned group(s) received from group administrators, internal management, providers, vendors, various internal departments, etc. Inquiries may be any question related to the assigned group(s), and may include eligibility, benefits, claims, billing, etc. Responsible for ensuring all customer inquiries are resolved in a timely manner. Assists Marketing Representatives with eligibility issues, claims issues, and pharmacy issues on behalf of group administrators and members. Makes outreach calls to new groups and existing groups. May travel to groups and benefit fairs to assist marketing. Trains claims/customer service staff on benefits, claims processing procedures, and/or changes specific to the assigned group(s). May support membership, ensuring correct eligibility information is available. Logs and tracks all inquiries received by email and fax. May create and run reports to identify and analyze trends or to resolve issues. Assists in special projects assigned by management.

Requirements

Required Education: Bachelor's degree
Required Degree Equivalency: Four (4) years’ job-related experience or Associate's and two (2) years ‘job-related experience
Required Work Experience : Four (4) years of directly related work experience.
Required Skills and Abilities: Proven ability to effectively troubleshoot.
Strong interpersonal skills and demonstrated customer service orientation.
Excellent time management, organizational, and priority setting skills.
Excellent verbal and written communication skills.
Strong analytical and problem solving skills.
Ability to take initiative and to work with deadlines.
Ability to work independently.
Ability to adapt to continuous change in policies and procedures.
Knowledge of health insurance terminology and its appropriate application.
Required Software and Tools : Microsoft Office.

Nice To Haves

Preferred Skills and Abilities: Knowledge of State and Federal laws affecting private business Health Insurance

Responsibilities

Provides comprehensive service to all assigned groups in a professional manner.
Responds to internal and external inquiries pertaining to assigned group(s) received from group administrators, internal management, providers, vendors, various internal departments, etc.
Responsible for ensuring all customer inquiries are resolved in a timely manner.
Assists Marketing Representatives with eligibility issues, claims issues, and pharmacy issues on behalf of group administrators and members.
Makes outreach calls to new groups and existing groups.
May travel to groups and benefit fairs to assist marketing.
Trains claims/customer service staff on benefits, claims processing procedures, and/or changes specific to the assigned group(s).
May support membership, ensuring correct eligibility information is available.
Logs and tracks all inquiries received by email and fax.
May create and run reports to identify and analyze trends or to resolve issues.
Assists in special projects assigned by management.

Benefits

401(k) retirement savings plan with company match.
Subsidized health plans and free vision coverage.
Life insurance.
Paid annual leave – the longer you work here, the more you earn.
Nine paid holidays.
On-site cafeterias and fitness centers in major locations.
Wellness programs and healthy lifestyle premium discount.
Tuition assistance.
Service recognition.
Incentive Plan.
Merit Plan.
Continuing education funds for additional certifications and certification renewal.