We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.

Residency in or relocation to Louisiana is preferred for all positions.

POSITION PURPOSE

Resolves benefit and claims inquiries received via the telephone, in person, or other acceptable receipt method from our members or providers in the call center `. Promotes and maintains a positive company image through direct contact with customers. Complies with all laws and regulations associated with duties and responsibilities.

NATURE AND SCOPE

This role does not manage people

This role reports to this job: SUPERVISOR, CUSTOMER SERVICE

Necessary Contacts: Enrollment & Billing, Claims, Provider Relations, Benefit Operations, Network Administration, Sales/Marketing, Accounting, Medical Management, Pharmacy, and Legal departments as well as members, providers, groups, brokers, other plans, insurance companies, Social Security Administration and Centers for Medicare and Medicaid Services (CMS).

QUALIFICATIONS

Education

High School Diploma or equivalent preferred

Work Experience

Prior experience as listed below required:

1 year of customer service or medical office experience required

Completion of the Medical Assistant, Coding & Insurance Pathway from BRCC, can be used in lieu of the one year of experience.

A certificate in medical office assistant or medical coding can be used in lieu of the one year of experience

Previous experience in a call center is preferred

Skills and Abilities

Must demonstrate PC skills including Microsoft Office (e.g., Word, Excel, Outlook , etc.) and related software as other corporate software progrms and applications.

Demonstrated verbal and written communication skills with the ability to interpret and communicate information with tact, diplomacy, patience and professionalism.

Familiarity with medical and health insurance terminology preferred

Conflict resolution skills and remains calm under pressure/stressful situations

Must be able to to demonstrate critical thinking and problem solving skills

Demonstrate attention to detail

The ability to actively listen and ask appropriate questions, to effectively understand issues that are presented from customers.

Reading comprehension skills are required due to the high amount of direct customer contacts and the need to understand customer contract benefits and training materials.

Effective organizational and interpersonal skills are required. Must have the ability to multi-task and handle work independently as well as organize and prioritize multiple customer issues.

Ability to take ownership of issues from the beginning, seeking First Call Resolution (FCR)

Must be able to verbally communicate on the telephone in a call center environment approximately 95% of the time in the Customer Care Center.

Employees may be expected to work during inclement weather or other emergency situations when needed.

Must have ability to successfully complete Customer Service training, with demonstrated proficiency in training materials.

Licenses and Certifications

None Required

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

Reviews and researches billing and healthcare claim inquiries from members and providers, to ensure proper benefits and/or payments are applied correctly; researches multiple computer systems/applications to verify data/information accuracy.

Responds to inquiries regarding adjustments, refunds, edits and/or payment registers to ensure completeness, accuracy and customer satisfaction to members or providers.

Maintains knowledge of required lines of business, changes to applicable company policies/procedures, recent laws and regulations, and related computer systems to ensure information is current and accurate when providing service to members or providers on the telephone in the call center.

Meet Customer Service performance goals/expectations in the areas of efficiency, accuracy, quality, production, customer satisfaction, and attendance

The ability to verbally communicate on the telephone approximately 95% of the time.

Account Advisor Is who work on the Medicare LOB must be able to follow CMS (Center for Medicare and Medicaid) standards including but not limited to: following a defined process for handling Medicare Grievances, identify differences between an inquiry, grievance, & appeal, and meet specific schedule requirements (may have to work nights, weekends and/or holidays).

Additional Accountabilities and Essential Functions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions

Perform other job-related duties as assigned, within your scope of responsibilities.

Job duties are performed in a normal and clean office environment with normal noise levels.

Work is predominately done while standing or sitting.

The ability to comprehend, document, calculate, visualize, and analyze are required.

An Equal Opportunity Employer

All BCBSLA EMPLOYEES please apply through Workday Careers.

PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)

Additional Information

Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.

If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance.

In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.

Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.

Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.

JOB CATEGORY: Customer Service & Contact Center Operations

Blue Cross and Blue Shield of Louisiana

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