Customer Service Advocate I

BlueCross BlueShield of South Carolina•Columbia, SC

1d•Onsite

About The Position

BlueCross BlueShield of South Carolina is hiring for a Claims Customer Service Advocate II. This role is responsible for providing prompt, accurate, thorough, and courteous responses to all customer inquiries, performing research as needed to resolve them. BlueCross BlueShield of South Carolina has been a part of the national landscape for over seven decades, with deep roots in the South Carolina community. It is the largest insurance company in South Carolina, a leading administrator of government contracts, and operates a sophisticated data processing center. The company also has a diverse family of subsidiary companies. This full-time position (40 hours/week) is located on-site at Palmetto GBA, a BlueCross BlueShield subsidiary, at 17 Technology Circle, Columbia 29203. Employees will work any 8-hour shift scheduled between 8:00 AM - 6:00 PM, Monday through Friday, after an 8-10 week training period (Monday-Friday 8:00 AM - 4:30 PM).

Requirements

High School Diploma or equivalent
Excellent verbal and written communication skills
Strong human relations and organizational skills
Ability to handle high stress situations
Good judgment skills
Strong customer service skills
Ability to learn and operate multiple computer systems effectively and efficiently
Basic computer operating skills
Standard office equipment
Ability to obtain a security clearance, which requires applicants to be a U.S. Citizen

Nice To Haves

Associate Degree
Two (2) years-of customer service or call center experience
Knowledge of word processing, spreadsheet, and database software

Responsibilities

Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
Accurately documents inquiries.
Initiates or processes adjustments or performs other research as needed to resolve inquiries.
Coordinates with other departments to resolve problems.
Responds to, researches and/or assists with priority inquiries and special projects as required by management.
Provides feedback to management regarding customer problems, questions and needs.
Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.
Follows through on complaints until resolved or reports to management as needed.
Maintains basic knowledge of quality work instructions and company policies.
Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintains all departmental productivity, quality, and timeliness standards.
Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.