Customer Experience Representative

Blue Cross and Blue Shield of Kansas•Topeka, KS

20h•$21 - $26•Hybrid

About The Position

The customer experience representative provides a world class customer service experience through resolution of complex customer inquiries from members, employers, and providers. This position is eligible to work remotely, or onsite in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

Requirements

High school diploma or equivalent.
Two years of navigating multiple computer systems.
Two years of customer service experience.
Effective communication skills to resolve complex inquiries and complaints.
Ability to interact positively with internal and external customers while demonstrating empathy, adaptability, problem solving, and listening skills.
Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
Ability to listen, talk, type, and perform research simultaneously using various research channels.
Time-management skills to respond to customer inquiries promptly.
Technical skills to effectively use computer programs and troubleshoot simple computer issues.
Must be comfortable working independently in a structured environment.
Ability to adhere to a rigid schedule and have regular and predictable attendance.
Working knowledge of Blue Cross and Blue Shield of Kansas’ customer service systems is required.
Detailed knowledge of contracts, benefits, and enrollment regulations is required.

Nice To Haves

College or continuing education courses in communications and/or medical related fields.

Responsibilities

Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication. Inquiries can be regarding contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints.
Resolve customer inquiries and complaints in a timely and accurate manner according to company and regulatory requirements.
Work with peers, other departments, and leadership to find appropriate solutions to problems.
Perform assigned job-related duties as required, including any special projects.