Provides prompt, accurate, thorough and courteous responses to
all complex customer inquiries. Inquiries are typically non-routine
and require deviation from standard screens, scripts, and
procedures. Performs research as needed to resolve inquiries.
* 65% Responsible for accurate and timely response to complex
telephone, written, web, or walk-in inquiries. Handles situations
which may require adaptation of response or extensive research.
Maintain all departmental productivity, quality and timeliness
standards. * 15% Initiate corrective actions, process adjustments,
or perform other research to resolve inquiries. Evaluate inquiries
to identify underlying causes and implement actions to prevent
future issues. Coordinate with other departments to resolve
problems. * 10% Provide feedback to management regarding customer
issues. Maintain accurate records concerning issues. Follow through
on complaints until resolved or report to management as needed. *
5% Maintain knowledge of procedures and policies. Assist with
process improvements by recommending improvements in procedures and
policies. * 5% Assist with the training of new employees and cross
training of coworkers.
* High School Diploma or equivalent.
* Associate Degree-Any Major.
Required Work Experience:
* Two Years Customer service or claims processing experience OR
* Bachelor's Degree in lieu of work experience.
Preferred Work Experience:
* One year working in an inbound call center or
medical/healthcare insurance environment. * Six Months working with
Groups or Agents.
Required Skills and Abilities:
* Strong oral and written communication skills. * Proficient in
spelling, punctuation, and grammar. * Strong organizational,
analytical, and customer service skills. * Ability to handle high
stress situations. * Basic business math proficiency. * Ability to
handle confidential or sensitive information with discretion. *
Ability to learn and operate multiple computer systems effectively
Preferred Skills and Abilities:
* Ability to prioritize tasks. * Professional email
communications with customers. * Work with team members to complete
Required Software and Other Tools:
* Microsoft Office Suite.
We participate in E-Verify and comply with the Pay Transparency
Nondiscrimination Provision. We are an Equal Opportunity
Equal Employment Opportunity Statement
BlueCross BlueShield of South Carolina and our subsidiary
companies maintain a continuing policy of nondiscrimination in
employment to promote employment opportunities for persons
regardless of age, race, color, national origin, sex, religion,
veteran status, disability, weight, sexual orientation, gender
identity, genetic information or any other legally protected
status. Additionally, as a federal contractor, the company
maintains Affirmative Action programs to promote employment
opportunities for minorities, females, disabled individuals and
veterans. It is our policy to provide equal opportunities in all
phases of the employment process and to comply with applicable
federal, state and local laws and regulations.
We are committed to working with and providing reasonable
accommodations to individuals with physical and mental
If you need special assistance or an accommodation while seeking
employment, please e-mail email@example.com or call
1-800-288-2227, ext. 43172 with the nature of your request. We will
make a determination regarding your request for reasonable
accommodation on a case-by-case basis.