Customer Service Advocate I

Palmetto GBA•Columbia, SC

1d•Onsite

About The Position

We are currently hiring for a Claims Customer Service Advocate II to join BlueCross BlueShield of South Carolina. You will be responsible for providing prompt, accurate, thorough and courteous responses to all customer inquiries and performing research as needed to resolve inquiries. BlueCross BlueShield of South Carolina is the largest insurance company in South Carolina, a leading administrator of government contracts, and operates a sophisticated data processing center. The position is with Palmetto GBA, a subsidiary company, and is full-time (40 hours/week) Monday through Friday in a typical office environment. Employees need flexibility to work any 8-hour shift between 8:00 AM - 6:00 PM. Training will be Monday-Friday 8:00 AM - 4:30 PM for approximately 8-10 weeks. This role is located on-site at 17 Technology Circle, Columbia 29203. Palmetto GBA is a healthcare service administrator and one of the nation’s largest providers of high-volume medical claims and transaction processing, offering services and technology solutions to improve and streamline healthcare administration for government and corporate entities. They offer training classes, programs for leadership positions, tuition assistance, and acknowledge associates’ hard work with awards and financial incentives.

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.