Claims Customer Service Advocate II

BlueCross BlueShield of South Carolina•Columbia, SC

1d•Onsite

About The Position

Responsible for responding to customer inquiries, which may be non-routine and require deviation from standard screens, scripts, and procedures. The role involves performing research as needed to resolve inquiries, reviewing and adjudicating claims and/or non-medical appeals, and determining whether to return, deny, or pay claims following organizational policies and procedures. This is a full-time position (40 hours/week) Monday-Friday in a typical office environment, located onsite at 4101 Percival Road, Columbia SC. Employees are required to have flexibility to work any of the 8-hour scheduled shifts during the hours of 9am-5pm. Training will be Monday – Friday 8:00 AM - 8:00 PM for approximately 6-8 weeks.

Requirements

High School Diploma or equivalent
2 years of customer service experience including 1 year of claims or appeals processing experience OR Bachelor's Degree in lieu of work experience.
Good verbal and written communication skills.
Strong customer service skills.
Good spelling, punctuation and grammar skills.
Basic business math proficiency.
Ability to handle confidential or sensitive information with discretion.
Microsoft office

Responsibilities

Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
Handles situations which may require adaptation of response or extensive research.
Identifies incorrectly processed claims and processes adjustments and reprocessing actions according to department guidelines.
Examines and processes claims and/or non-medical appeals according to business/contract regulations, internal standards and examining guidelines.
Enters claims into the claim system after verification of correct coding of procedures and diagnosis codes.
Ensures claims are processing according to established quality and production standards.
Identifies complaints and inquiries of a complex level that cannot be resolved following desk procedures and guidelines and refers these to a lead or manager for resolution.
Identifies and reports potential fraud and abuse situations.