Customer Service Advocate I

Palmetto GBA•Birmingham, AL

1d•Onsite

About The Position

We are currently hiring for a Customer Service Advocate I to join Palmetto GBA – one of BlueCross BlueShield's South Carolina subsidiary companies here in Birmingham, AL. You will be responsible for providing prompt, accurate, thorough and courteous responses to all customer inquiries and performing research as needed to resolve inquiries. Palmetto GBA has been part of the national landscape for more than seven decades, with roots firmly embedded in the South Carolina community. It is the largest insurance company in South Carolina and a leading administrator of government contracts, operating one of the most sophisticated data processing centers in the Southeast. The company also has a diverse family of subsidiary companies. Palmetto GBA delivers outstanding service to its customers and seeks individuals dedicated to the same philosophy. This is an opportunity to join a dynamic team at a diverse company with secure, community roots and an innovative future. Palmetto GBA is a healthcare service administrator and one of the nation’s largest providers of high-volume medical claims and transaction processing. They provide services and technology solutions to improve and streamline healthcare administration for both government and corporate entities, offering a wide range of services requiring a diverse workforce and expansive areas of expertise from data analytics, administrative and workflow services to advanced systems. To help associates succeed and reach their professional goals, they offer training classes and programs that help employees prepare for leadership positions and offer tuition assistance for education advancement. Palmetto GBA acknowledges associates’ hard work and dedication 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.