Long Term Care Customer Service Rep I - Rochester, United States - Excellus BlueCross BlueShield Inc

Description

** Long Term Care Customer Service Rep I **

**Job Category****:** Non Manager **Requisition Number****:** LONGT006679 Showing 1 location **Job Details**

**Description**

The LTC Customer Service Representative resolves customer inquiries via telephone, mail, fax, and email concerning, but not limited to, policy benefits, claim payments, benefit reductions and billing. The LTC Customer Service Representative provides service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance customer satisfaction. Schedule: Monday - Friday: 8:30 am - 5:00 pm **Essential Responsibilities/Accountabilities**

All Levels:

Provides service among the customers and business partners while responding in a professional, efficient, and timely manner to enhance customer satisfaction. Must exercise tact, patience, and professionalism at all times in responding to internal/external customers.

Documents, researches, interprets and responds to inquiries from internal and external customers, and business partners concerning our products, services and policies in accordance with HIPAA and other legislative requirements.

Must be knowledgeable in all aspects of Customer Service, including PC Network application, benefit interpretation, processing procedures, administrative support to agents and customer relations skills.

By utilizing appropriate resources, resolves customer inquiries accurately & efficiently; resulting in acceptable quality, and performance.

Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.

Ongoing participation in meetings, training, and skill development to support career path and individual development plans.

Is knowledgeable and enthusiastic about the company and our products and/or services.

Identifies and follows through on issues impacting MedAmerica and customer experience.

Develops effective internal working relationships for improved communication and collaboration.

Shares ideas and solutions to improve processes, procedures, and systems

Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.

Maintains high regard for customer privacy in accordance with the corporate privacy policies and procedures.

Regular reliable attendance is expected and required.

Performs other functions as assigned by management.

**Minimum Qualifications**

NOTE:

We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities. Level I:

High School diploma or equivalent, customer service experience preferred.

Mandatory must secure a NYS Accident & Health Insurance agent license within 3 months from completion of training.

Entry level position. Duties performed under close supervision.

Attends all training required to become proficient in position.

Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.

Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.

Adept at communicating effectively and diplomatically while working as a collaborative team member.

Organizational, reasoning and problem-solving skills.

Strong organizational skills and ability to prioritize, multitask, and work in fast paced environment and remain professional and focused under multiple pressures and demands.

Level Il:

In addition to Level I requirements:

Associates degree in Business Administration, Health Care Administration, Health Economics or related. In lieu of degree, minimum of 1 year of customer service experience required; preferably in a call center environment.

Ability to efficiently resolve complex & escalated issues with minimal direction.

Advanced system and navigational skills.

Expanded communication skills across multiple channels including, but not limited to, voicemail, email, , outbound calls, , retention, etc.

Takes accountability and ownership of issues and resolution with minimal supervision.

Level III:

In addition to Level II requirements:

Self-sufficient in resolving complex & escalated issues.

Provide mentoring and support to new hires and peer group.

Assist with tasks assigned by management that require advanced problem-solving skills.

Demonstrates global thinking and takes initiative to recognize opportunities within the team

**Physical Requirements**

Work is completed in a normal office environment under fluorescent lighting.

Ability to use a headset to listen to customer conversations required.

Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.

************ The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve. Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce. OUR COMPANY CULTURE: Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits. In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. Equal Opportunity Employer

**Skills**

**Education**

**Preferred**

High School or better in High School.

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)