Bilingual Customer Service Advocate II

BlueCross BlueShield of South Carolina•Augusta, GA

5d•Onsite

About The Position

Provide prompt, accurate, thorough and courteous responses to all customer inquiries. Inquires may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Description Logistics - Palmetto GBA - one of BlueCross BlueShield of South Carolina’s subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site at 2743 Perimeter Parkway Augusta, GA 30909 What You’ll Do: Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handle situations which may require adaptation of response or extensive research. Accurately documents inquiries. Initiate or processes adjustments and perform other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Respond, research and/or assist with priority inquiries and special projects as required by management. Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management. Follow through on complaints until resolved or reports to management as needed. Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standards. Assist with the training of new employees and cross training of coworkers.

Requirements

Required Education: High School Diploma or equivalent
Required: Must be able to speak Spanish and English fluently
Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience .
Required Skills and Abilities: Excellent verbal and written communication skills.
Proficient spelling, punctuation, and grammar.
Strong human relations and organizational skills.
Ability to handle high stress situations.
Good judgment.
Ability to handle confidential or sensitive information with discretion.
Ability to learn and operate multiple computer systems effectively and efficiently.

Responsibilities

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
Handle situations which may require adaptation of response or extensive research.
Accurately documents inquiries.
Initiate or processes adjustments and perform other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Respond, research and/or assist with priority inquiries and special projects as required by management.
Provide feedback to management regarding customer problems, questions and needs.
Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management.
Follow through on complaints until resolved or reports to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintain all departmental productivity, quality, and timeliness standards.
Assist with the training of new employees and cross training of coworkers.