Member Services Representative

Capital Blue Cross•Harrisburg, PA

About The Position

The Member / Provider Services Representatives ("MSRs" / "PSRs") are the front-line team at Capital BlueCross ("CBC") and are responsible for handling all customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using resources, materials and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend an extensive training class in addition to ongoing periodic refresher trainings to service our customers (i.e. members/providers/group leaders) as business needs permit. Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more. At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.”

Requirements

Must possess basic reading and arithmetic skills (reading and math comprehension).
Must possess above average verbal and written communication skills.
Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
Ability to present a positive and cooperative attitude via multi-channel connections with customers.
Ability to deliver 'delightful' and effective customer service to enhance the member experience and build customer satisfaction and loyalty with customers.
Ability to actively listen paired with the ability to demonstrate empathy for customers.
Be service and solution oriented by actively looking for ways to help.
Must possess a strong attention to detail and an interest in preventing errors.
Ability to effectively de-escalate upset callers with minimal supervisory intervention.
Demonstrate ability to collaborate with others and work as a member of a team.
Ability to thrive in a dynamic working environment, multi-task, and adapt quickly.
Ability to accept feedback, learn, and adapt from guidance to be successful.
Have a strong work ethic, passion for our products and our customers' experiences.
Foster an inclusive culture of diversity, working well with others.
Must be able to meet quality, productivity, and behavior expectations.
Have the capacity to up-sell and speak highly of our products and company
Knowledge of company and products in order to up-sell and speak highly of our products and company
1 year of customer service experience.
Must have a High School Diploma or GED

Nice To Haves

Recent tele-commuting experience a plus
College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus
Bi-lingual (Spanish) a plus

Responsibilities

Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills
Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction
Focus on customer retention through first call resolution of concerns and enhancement of the member experience
Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction
Ensure all customers' needs are completely met, timely, without elevation if possible
If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings
Large emphasis on quality, productivity, adherence to schedules, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally
Adaptability to use of soft skills and call strategies.
Complete ongoing training to stay abreast of products, services and policy changes
Improve quality of work on a daily basis by learning and employing new skills or adapting previous processes to mirror the fit-for-excellence company culture
Recognize, document, and alert supervisors of trends in customer calls
Conduct self in a manner consistent with the values of the organization