Customer Experience Representative

Blue Cross and Blue Shield of Kansas•Topeka, MO

6d•$21 - $26

About The Position

The Customer Experience Representative provides a world-class customer service experience by resolving complex inquiries from members, employers, and providers. The role researches and responds to questions and correspondence by telephone, in writing, and by email. Topics may include contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints. The representative resolves inquiries and complaints accurately and promptly in accordance with company and regulatory requirements, and works with peers, other departments, and leadership to identify appropriate solutions. Other assigned duties and special projects may also be required. The position may be performed remotely or onsite in accordance with the company’s Telecommuting Policy. Applicants must reside in Kansas or Missouri, or be willing to relocate as a condition of employment. The role requires extensive telephone and computer use, independent work in a structured environment, adherence to a rigid schedule, and regular, predictable attendance. After training, employees must have working knowledge of Blue Cross and Blue Shield of Kansas customer service systems and detailed knowledge of contracts, benefits, and enrollment regulations. A Kansas Department of Insurance license is not required for general employment, but is required if trained to handle direct enrolled calls that are not strictly service-only. The stated compensation range is $20.96–$26.20; the role is non-exempt, grade 11. The company notes that compensation offers are reviewed for fairness and may vary based on an individual's skills, education, experience, and training. Hiring occurs throughout the year based on business needs, and applications may be considered for current or future openings.

Requirements

High school diploma or equivalent.
Effective communication skills to resolve complex inquiries and complaints.
Ability to interact positively with internal and external customers, 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 conduct research simultaneously using various research channels.
Time-management skills to respond promptly to customer inquiries.
Technical skills to use computer programs effectively and troubleshoot simple computer issues.
Comfort working independently in a structured environment.
Ability to adhere to a rigid schedule and maintain regular and predictable attendance.
Upon completion of training, working knowledge of Blue Cross and Blue Shield of Kansas customer service systems and detailed knowledge of contracts, benefits, and enrollment regulations are required.
Must reside in Kansas or Missouri, or be willing to relocate as a condition of employment.
A Kansas Department of Insurance license is required if an employee is trained to handle direct enrolled calls, excluding calls that are strictly service-only.

Nice To Haves

College or continuing education courses in communications and/or medical-related fields.
Two years of experience navigating multiple computer systems.
Two years of customer service experience.

Responsibilities

Research, resolve, and respond to inquiries and correspondence by telephone, written communication, and email.
Address inquiries concerning 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, including special projects.