Claims Customer Service Advocate II

BlueCross BlueShield of South Carolina

1d•Remote

About The Position

National Alliance - – one of BlueCross BlueShield's South Carolina subsidiary companies. Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours. Work Hours could be Monday to Friday 9:30am to 6:00 pm or 10 :00 am to 7:00pm. Some Saturdays are required. It may be necessary, given the business need to work occasional overtime. You may be required to travel between buildings. This role is W@H. You will be required to report on site until all of your equipment is issued. You will be required to complete onsite training for the full 4–6-week training class at 4101 Percival Road, Columbia SC. After training your performance will be reviewed by management and LOB needs evaluated for W@H assignment.

Requirements

Required Education: High School Diploma or equivalent
Required Work Experience: 2 years of customer service experience including 1 year of claims or appeals processing experience OR Bachelor's Degree in lieu of work experience.
Required Skills and Abilities: 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.
Required Software and Tools: Microsoft office

Responsibilities

Responsible for responding to customer inquiries.
Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures.
Performs research as needed to resolve inquiries.
Reviews and adjudicates claims and/or non-medical appeals.
Determines whether to return, deny or pay claims following organizational policies and procedures.
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.