Customer Experience Advocate I (Remote Available after Onsite Training)

Wellmark Blue Cross and Blue Shield • Des Moines, IA

206d • Hybrid

About The Position

Our Operations division is currently seeking multiple talented, curious, and compassionate Customer Experience Advocates (CXA) that are eager to serve as trusted partners in navigating their health insurance needs. Your days will be filled with phone calls from our members, providers, and other stakeholders. Sometimes the work can be challenging and complex but will also be rewarding for those who want to make an impact by serving on the front lines to support our members. The CXA will provide accurate, prompt, courteous, and professional responses to member, provider or other stakeholder inquiries over the phone.

Requirements

• High School Diploma or GED.
• A minimum of one year proven experience engaging with customers.
• Experience in customer-centric role(s) with demonstrated ability to proactively develop professional customer relationships.
• Computer literacy - basic computer skills.
• Professional verbal and written communication skills; attention to detail.
• Good judgment and proven problem-solving skills.
• Ability to resolve issues and conflicts in a professional manner.
• Ability to adapt to an ever-changing work environment; ability to multitask and manage time.
• Basic math skills, including subtraction, addition and multiplication.
• Willingness to be trained on additional market segments.

Nice To Haves

• Associate degree.
• Demonstrated experience working within specified time constraints.
• Prior experience and/or knowledge in health insurance or related industry.

Responsibilities

• Deliver an excellent customer experience for member, provider and other stakeholder inquiries via telephone in a contact center environment.
• Adhere to a structured schedule and meet quality, attendance and production standards.
• Strive to provide first call resolution and de-escalate calls as necessary.
• Apply customer engagement philosophies and personality-based resolution techniques to all interactions.
• Ensure information about Wellmark's products and services is clearly communicated.
• Advocate value-based customer experience by handling calls relating to health benefits, claims payment, etc.
• Develop and maintain positive relationships with members, providers and other stakeholders.
• Ensure customer records are processed and updated timely and accurately.
• Analyze and resolve claim-related inquiries and processing.
• Promote and educate on self-service tools appropriately and accurately.
• Engage and participate in team meetings, chat, corporate meetings, etc.
• Promptly follow up on all inquiries and document resolutions.
• Document the type of contact, reason for the inquiry, and other tracking codes.

Benefits

• An opportunity to work remote, upon meeting performance expectations.
• A strong focus on optimizing the customer experience.
• A culture of respect, diversity, inclusion, and commitment to our community.
• Access to a fitness facility, health programs, education, and services.
• An opportunity for career advancement.
• Exceptional employee benefits, rewards, and growth opportunities.
• Best-in-class tuition assistance program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: High school or GED