Call Center Service Associate

Horizon Blue Cross Blue Shield of New Jersey•Hopewell, NJ

About The Position

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence. Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry. Review computer systems and/or other reference materials to complete verification process. Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.). Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process. Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up. Follow up on unresolved issues in a timely manner, escalating call trends to management. Deliver an excellent customer service experience while meeting quality and production standards. Perform other relevant tasks as assigned by management. Education/Experience: High school degree or equivalent required. Some college preferred. Some experience in a call center or customer service role within the health insurance industry preferred. Knowledge: Medical terminology and medical billing coding preferred Skills and Abilities: Excellent Customer Service skills including the ability to manage and diffuse irate calls Ability to work in a high pressure, fast pace environment Keyboarding proficiency PC proficiency Strong verbal and written communication Interpersonal skills (i.e. active listening) Investigative and analytical skills Ability to multitask Time management skills Flexibility and adaptability Ability to work effectively within a team environment The employer may require an employee to pass a test(s) as part of determining whether the applicant meets the minimum qualifications for the job. Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Salary Range: $45,698 - $60,803 This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes: Comprehensive health benefits (Medical/Dental/Vision) Retirement Plans Generous PTO Incentive Plans Wellness Programs Paid Volunteer Time Off Tuition Reimbursement Disclaimer: Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process. About Us We are the leading health insurer in New Jersey, trusted by generations of families and businesses. We are dedicated to enriching the lives and health of our members and the New Jersey communities we serve, because we live and work here too. Our Mission We empower our members to achieve their best health. Our Vision We are New Jersey’s health solutions leader driving innovations that improve health care quality, affordability and member experience in the markets we serve.

Requirements

High school degree or equivalent required. Some college preferred.
Excellent Customer Service skills including the ability to manage and diffuse irate calls
Ability to work in a high pressure, fast pace environment
Keyboarding proficiency
PC proficiency
Strong verbal and written communication
Interpersonal skills (i.e. active listening)
Investigative and analytical skills
Ability to multitask
Time management skills
Flexibility and adaptability
Ability to work effectively within a team environment

Nice To Haves

Some experience in a call center or customer service role within the health insurance industry preferred.
Medical terminology and medical billing coding preferred

Responsibilities

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.
Receive customer inquiries via phone, fax, mail, e-mail, etc.
Probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
Review computer systems and/or other reference materials to complete verification process.
Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
Follow up on unresolved issues in a timely manner, escalating call trends to management.
Deliver an excellent customer service experience while meeting quality and production standards.
Perform other relevant tasks as assigned by management.