Customer Service Advocate III

BlueCross BlueShield of South Carolina•Columbia, SC

12d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all complex customer inquiries. Inquiries are typically non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Why should you join the BlueCross BlueShield of South Carolina family of companies? Other companies come and go, but we've been part of the national landscape for more than seven decades, with our roots firmly embedded in the South Carolina community. We are the largest insurance company in South Carolina … and much more. We are one of the nation's leading administrators of government contracts. We operate one of the most sophisticated data processing centers in the Southeast. We also have a diverse family of subsidiary companies, allowing us to build on various business strengths. We deliver outstanding service to our customers. If you are dedicated to the same philosophy, consider joining our team! This position is not eligible for sponsorship now or in the future.

Requirements

High School Diploma or Equivalent
2 Years Customer service or claims processing experience OR Bachelor's Degree in lieu of work experience.
Strong oral and written communication skills.
Proficient in spelling, punctuation, and grammar.
Strong organizational, analytical, and customer service skills.
Ability to handle high stress situations.
Basic business math proficiency.
Ability to handle confidential or sensitive information with discretion.
Ability to learn and operate multiple computer systems effectively and efficiently.
Microsoft Office.

Nice To Haves

3 Years-Customer service or claims processing experience.
Associate Degree-Any Major
Ability to persuade, negotiate or influence.
Knowledge of database software

Responsibilities

Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries.
Handles situations which may require adaptation of response or extensive research.
Maintain all departmental productivity, quality and timeliness standards.
Initiate corrective actions, process adjustments, or perform other research to resolve inquiries.
Evaluate inquiries to identify underlying causes and implement actions to prevent future issues.
Coordinate with other departments to resolve problems
Provide feedback to management regarding customer issues.
Maintain accurate records concerning issues.
Follow through on inquiries until resolved or report to management as needed.
Maintain knowledge of procedures and policies.
Assist with process improvements by recommending improvements in procedures and policies.
Assist with the training of new employees and cross training of coworkers.