REMOTE! CLIENT SERVICE REP

Member / Provider Services Representative
Base pay is influenced by several factors including a candidate's qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.
At Capital Blue Cross, we promise to go the extra mile for our team and our community. The Member / Provider Services Representatives ("MSRs" / "PSRs") are the front-line team at Capital BlueCross ("CBC") and are responsible for handling all customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using material and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend a training class in addition to ongoing periodic refresher trainings to service our customers as business needs permit.
Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills
Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction
Focus on customer retention through first call resolution of concerns
Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction
Ensure all customers' needs are completely met, timely, without elevation if possible
If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings
Performance standards, business metrics and process improvements:
Large emphasis on quality, productivity, adherence, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally
Complete ongoing training to stay abreast of products, services and policy changes
Improve quality of work on a daily basis by learning and employing new skills or adapting pervious processes to mirror the fit-for-excellence company culture
Recognize, document, and alert supervisors of trends in customer calls
Average or above average social and emotional intelligence candidates preferred.
Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
Must be able to build and/or retain excellent customer relationships by presenting a positive and cooperative attitude via multi-channel connections with customers
Ability to deliver 'delightful' and effective customer service to enhance the member experience and build customer satisfaction and loyalty with both internal and external customers
Ability to actively listen paired with the ability to demonstrate empathy for customers
Be service and solution oriented by actively looking for ways to help
Be patient, stress tolerant and show empathy to customers, both internal and external
Ability to critically observe, analyze, think creatively, research and resolve customer complaints
Have a strong work ethic, passion for our products and our customers' experiences
Foster an inclusive culture of diversity, working well with others
Must be able to meet quality, productivity, and behavior expectations
1 year of customer service experience.

• Have a strong work ethic, passion for our products and our customers' experiences
• Foster an inclusive culture of diversity, working well with others
• Must be able to meet quality, productivity, and behavior expectations
• Must have a High School Diploma or GED

College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus
Bi-lingual (Spanish) a plus
Call Center environment

Qualified candidate must be flexible to work any varied shift schedules that may span anywhere between 8:00 a.m. Minimum Internet Service Provider (ISP) speed requirements for work at home: Approximately 15Mbps download and 5Mbps upload per person working at the remote site (home). Satellite internet is typically not sufficient for real-time communication with tools that support voice or video.
Salesforce
Microsoft Office (Outlook, Word, Excel, PowerPoint)
We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you'll help us live our mission of improving the health and well-being of our members and the communities in which they live.