Call Center Service Associate

About the Role

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or through written correspondence.

• Receive customer inquiries via phone, fax, mail, e‑mail, etc. If necessary, probe for additional helpful information (i.e. member , claim number, name, etc.) in order to effectively handle inquiry.
• Review computer systems and/or other reference materials to complete verification process.
• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
• Follow up on unresolved issues in a timely manner, escalating call trends to management.
• Deliver an excellent customer service experience while meeting quality and production standards.
• Perform other relevant tasks as assigned by management.

Education / Experience

• High School Diploma/GED required.
• Some experience in a call center or customer service role within the health insurance industry preferred.

Knowledge

• Medical terminology and medical billing coding preferred.

Skills and Abilities

• Excellent Customer Service skills including the ability to manage and diffuse irate calls.
• Ability to work in a high pressure, fast pace environment.
• Keyboarding proficiency.
• PC proficiency.
• Strong verbal and written communication.
• Interpersonal skills (i.e. active listening).
• Investigative and analytical skills.
• Ability to multitask.
• Time management skills.
• Flexibility and adaptability.
• Ability to work effectively within a team environment.

The employer may require an employee to pass a test(s) as part of determining whether the applicant meets the minimum qualifications for the job.

Salary Range: $47,961 - $63,820.

• Comprehensive health benefits (Medical/Dental/Vision)
• Retirement Plans
• Generous PTO
• Incentive Plans
• Wellness Programs
• Paid Volunteer Time Off
• Tuition Reimbursement

• Employees must live in New Jersey, New York, Pennsylvania, Connecticut, or Delaware.

Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status, or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.