What are the responsibilities and job description for the Associate Inbound Concierge Agent position at Blue Cross & Blue Shield of Rhode Island?
Hourly Range: $20.00
Type of position: Remote
Jump into the new world of health insurance:
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that’s large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.
Join others who know diversity is strength:
We appreciate and celebrate everything that makes us unique: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.
Why this job matters:
Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies. Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution. Support the organization’s retention strategy by providing exceptional service to members and providers.
What you’ll do:
Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies.
Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution.
Support the organization’s retention strategy by providing exceptional service to members and providers by building and maintaining top-notch relationships in every interaction. (This includes both over the phone and in-person member interactions)
Ensure compliance in all aspects of activities with internal policies as well as all regulatory agencies.
Identify cross-sell opportunities for ancillary products such as dental insurance
Maintain records of customer interactions, process changes to member accounts, record inquiry details and actions, and refer unresolved issues to appropriate internal departments for additional research.
Ability to work in a multitude of capacities: including as a Medicare Concierge phone Agent and as a Community Outreach Specialist (over the telephone, at the corporate office, retail stores, and community engagement events)
Perform other duties as assigned.
What you need to succeed:
Combination of education and experience
Up to two years’ experience in a customer service environment
Must successfully pass Customer Service Assessments
Must successfully pass Medicare Certification
Flexibility to work weekends and shifts that are in the 8 a.m. to 8 p.m. time frame
Flexibility to work in different locations in Rhode Island as required (call center, retail stores, community engagement events) and have reliable transportation
Ability to gather and retrieve information in an organized manner
Excellent communication and customer relationship skills
Problem solving skills
Interpersonal skills
Empathy and patience
Ability to solve problems
Computer navigation skills
Strong written and verbal communications skills
Time management skills
Ability to collect and organize data
Ability to work independently and with a team
Ability to meet established time and quality standards
Ability to exercise sound judgment
The extras:
Ability to work in a remote fast-paced call center environment
Knowledge of company products
Knowledge of health insurance or managed care operations
Bi-lingual skills (i.e., Spanish or Portuguese)
Health Producers License
Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:
In-office: onsite 5 days per week
Hybrid: onsite 2-4 days per week
Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department
Arizona, Connecticut, Florida, Georgia, Louisiana, Maine, Massachusetts, Nevada, New Hampshire, North Carolina, Pennsylvania, Rhode Island, South Carolina, Texas, Virginia
Salary : $20
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