Phone Advocate, Customer Service

BlueCross BlueShield of South Carolina•Florence, SC

3d•Onsite

About The Position

Provides prompt, accurate, thorough and courteous responses to all telephone inquiries. Performs research as needed to resolve inquiries. Description Location: This position is full-time (40-hours/week) Monday-Friday in a typical office environment. This role is located on-site 300 Dozier Blvd, Florence, SC 29501 What You’ll Do: Ensure effective customer relations by responding accurately, timely and courteously to telephone inquiries. Accurately documents inquiries. Initiate minor /clerical adjustments based on provider request or processes adjustments or perform other research as needed to resolve inquiries. Coordinate with other departments to resolve problems. Respond to, research and/or assists with priority inquiries and special projects as required by management. Provide feedback to management regarding customer problems, questions and needs. Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management. Follow through on complaints until resolved or report to management as needed. Maintain basic knowledge of quality work instructions and company policies. Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintain all departmental productivity, quality, and timeliness standard. Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments.

Requirements

High School Diploma or equivalent
Basic computer operating skills.
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.

Nice To Haves

Associate Degree
2 years-customer service or call center experience
Knowledge of word processing, spreadsheet, and database software.

Responsibilities

Ensure effective customer relations by responding accurately, timely and courteously to telephone inquiries.
Accurately documents inquiries.
Initiate minor /clerical adjustments based on provider request or processes adjustments or perform other research as needed to resolve inquiries.
Coordinate with other departments to resolve problems.
Respond to, research and/or assists with priority inquiries and special projects as required by management.
Provide feedback to management regarding customer problems, questions and needs.
Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management.
Follow through on complaints until resolved or report to management as needed.
Maintain basic knowledge of quality work instructions and company policies.
Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintain all departmental productivity, quality, and timeliness standard.
Identify and promptly report and/or refer suspected fraudulent activities and system errors to the appropriate departments.