Customer Service Phone Advocate I - PGBA

BlueCross BlueShield of South Carolina•Florence, SC

1d•Onsite

About The Position

We are currently hiring for a Customer Service Advocate I to join BlueCross BlueShield of South Carolina. You will be responsible for providing prompt, accurate, thorough and courteous responses to all telephone inquiries. You will perform research as needed to resolve inquiries. BlueCross BlueShield of South Carolina has been part of the national landscape for over seven decades, with roots in the South Carolina community. We are the largest insurance company in South Carolina and a leading administrator of government contracts, operating a sophisticated data processing center. We offer a diverse family of subsidiary companies and deliver outstanding service to our customers. This is an opportunity to join a dynamic team at a diverse company with secure, community roots and an innovative future.

Requirements

High School Diploma or equivalent
Three months SC-DEW call center experience.
Excellent verbal 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.

Responsibilities

Ensures effective customer relations by responding accurately, timely and courteously to telephone inquiries.
Accurately documents inquiries.
Initiates minor /clerical adjustments based on provider request 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.