Customer Service Representative | Provider Service Division | March 2024

Company:  Blue Cross

Industry: Private

Employment Type:- Full Time

Work Hours:-  8 Hours

Locations:- USA

Full Job Description:-

Annual raise/bonus based on performance

At Blue Cross Blue Shield of Massachusetts, our company promise is to always put our members first. Our mission is the relentless pursuit of quality, affordable, and equitable healthcare with an unparalleled consumer experience. As a Provider Service Advocate, you will be at the heart of the consumer experience and a critical team member to support our mission

BCBSMA is seeking a new Customer Service Representative (Provider Service) for our elite Provider Services Division!

The Provider Services Representative (Customer Service) will resolve telephone and written provider claims-related service inquiries. The Provider Services Representative (Customer Service) will be responding to our provider’s benefit-related issues and questions, responding to questions on corporate policies and guidelines, timely filing, account receivables, claims processing, etc. The Provider Services Representative (Customer Service) will represent Provider Services in a positive and professional manner through appropriate telephone techniques and written responses.

What will you do

  • As a call center employee, you’ll be available to our provider when they need us most –
  • Our call center is open Monday-Friday, 8:30am – 4:30 pm EST
  • You’ll be scheduled for 37.5 hours/work week
  • We offer flexible, remote working opportunities as well as additional training and development as you grow your career
  • Provider Service Representatives usually spend most of each week taking calls with provider, with specific time dedicated to learning and development, and research
  • The more you learn, the more you’ll have opportunities to grow your career
  • Proactive, solution-oriented decision makers
  • Multi-taskers, and expert problem solvers
  • Analytical and critical thinkers – able to anticipate and address future needs
  • Able to multitask and thrive in a fast-paced, high-pressure environment
  • Curious, committed to learning and gathering information
  • Effective communicators and able to translate complicated concepts into simple terms
  • Emotionally intelligent and able to understand our providers’ needs and respond with guidance
  • Contribute to the achievement of divisional and corporate goals including MTM
  • Comply with corporate, division, and team policies and guidelines
  • Educate providers on electronic technology and track trends for process improvements

What we need:

  • Strong verbal and written communication skills
  • Quality and service-oriented demeanor
  • Effective listening and organizational skills
  • Demonstrate sound decision-making
  • Self-motivation, initiative, ability to handle multiple priorities and meet strict deadlines
  • Proficient computer skills (E.g., Microsoft Word, email management, Internet use, etc.)
  • Strong navigational skills with multiple systems and current knowledge of technology
  • Personal commitment to high quality performance through integrity, accountability, compassion, and teamwork
  • Ability to provide customer service designed to meet the customer’s needs, showing empathy and the ability to apply

As a Provider Service Representative, you are the face of our company, and at BCBSMA we believe it’s important to ask for your input on anything from provider solutions to workspace design. We are rooted in the community we serve and are committed to helping all members and Massachusetts residents lead healthier lives.

Join our team to enjoy:

  • Flexible remote working solutions
  • Recognition and rewards for high performance and improvement
  • Internal career pathing with individual mentorship, networking and events
  • Employee resource groups for employees with shared backgrounds or the desire to learn more about their colleagues. All are welcome at our ERGs!
  • Best in class health, wellness, and 401(k) retirement benefits among many others!
  • Paid holidays, vacation, personal, and wellness time
  • Paid volunteer and service opportunities
  • Tuition reimbursement

Required Qualifications:

  • High school diploma or equivalent required
  • 1 year customer service experience in insurance or financial services
  • 6+ months experience frequently communicating (minimum 60% of time) with customers by phone, email, and/or in person
  • Technology savvy with strong working knowledge of computer software applications and operating systems with the ability to learn quickly and navigate through multiple systems simultaneously

Preferred Qualifications

  • Experience in fast-paced contact center environment highly preferred
  • Proficient in keyboarding and ability to type

Blue Cross Blue Shield of Massachusetts is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Blue Cross Blue Shield of Massachusetts 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 Blue Cross Blue Shield of Massachusetts’s legal duty to furnish information.

EDUCATION/RELEVANT EXPERIENCE:

Other Jobs You May Be Interested In

  • High school diploma or equivalent
  • BS/BA degree preferred or equivalent work experience
  • 2-3 years customer service experience

Customer Service Representative | Provider Service Division | March 2024

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