Customer Advocate I

Blue Cross and Blue Shield of Kansas City•Kansas City, MO

12d

About The Position

Are you interested in learning about healthcare professions and the latest healthcare innovations in the KC area? Become part of an organization that is dedicated to making a difference in both your career and community. Job Description Summary : Job Description EACH DUTY AND RESPONSIBILITY MUST BE PERFORMED IN ACCORDANCE WITH INDIVIDUAL PERFORMANCE SCORECARD INQUIRY AND QUALITY STANDARDS. Provides a high degree of customer service including receiving and responding to telephone calls, letters or walk-in customers. Educates and works with members at different health literacy levels with cultural sensitivity. Enters record of inquiries and related correspondence in computerized tracking system. Researches applicable medical policy and corporate, divisional, and department policies and procedures. Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance, when possible within first call Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.) Maintains confidentiality of all regulated information in compliance with state and federal laws. Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to audience. Recognizes trends or common issues and raises to leadership as necessary. Provides solution options as appropriate. Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner. Delivers positive customer and member experience on a consistent basis For FEP positions must complete additional FEP training program for FEP system and procedures. Provides resolution with a service level that ensures members and customers feel valued and understood

Requirements

High school diploma or general education degree (GED).
2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience.
Advanced Keyboarding Knowledge
Intermediate knowledge of Microsoft Office

Nice To Haves

Associates degree from college or technical school.
Previous experience with on-line customer service applications
Medical terminology and ICD/CPT coding knowledge is preferred.

Responsibilities

Provides a high degree of customer service including receiving and responding to telephone calls, letters or walk-in customers.
Educates and works with members at different health literacy levels with cultural sensitivity.
Enters record of inquiries and related correspondence in computerized tracking system.
Researches applicable medical policy and corporate, divisional, and department policies and procedures.
Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance, when possible within first call
Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.)
Maintains confidentiality of all regulated information in compliance with state and federal laws.
Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to audience.
Recognizes trends or common issues and raises to leadership as necessary.
Provides solution options as appropriate.
Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner.
Delivers positive customer and member experience on a consistent basis
For FEP positions must complete additional FEP training program for FEP system and procedures.
Provides resolution with a service level that ensures members and customers feel valued and understood