Excellus BCBS

Excellus BCBS

Customer Care Advocate (Customer Care Representative)

Albany, New York, United States of America · Junior

Sponsorship not specifiedDetected 71 days ago
ComplianceOutbound SalesRecruitingCustomer SupportHIPAACommunicationProblem SolvingMentoringOrganizational Skills

About the role

  • The B version of this role requires the individual to speak Spanish fluently.
  • Utilizes appropriate resources, resolves customer inquiries accurately & efficiently resulting in acceptable quality, first contact resolution/provider satisfaction, and performance.
  • Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry.

Responsibilities

  • Participates in meetings, training, and skill development to support career path and individual development plans.
  • Develops effective internal working relationships for improved communication and collaboration.
  • Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
  • Performs other functions as assigned by management.
  • Together we can create a better I.D.E.A for our communities.

Requirements

  • B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently).
  • Ability to multi-task 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.
  • Computer skills required, including the ability to navigate in a Windows environment.
  • Successfully complete training as required by the business unit.
  • Ability to efficiently resolve complex & escalated issues with minimal direction.
  • Regular reliable attendance is expected and required.

Nice to have

  • High School diploma or equivalent, customer service experience preferred.
  • Entry level position.
  • Duties performed under close supervision.
  • Level I: High School diploma or equivalent, customer service experience preferred.

Compensation

  • Grade N2: Minimum $20.00 Maximum $20.00 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position.
  • Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's minimum qualifications, in addition to internal equity.
  • The posted salary range reflects just one component of our total rewards package.
  • Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team.
  • This decision is made on a case-by-case basis.
  • One I.D.E.A. One you.

Benefits

  • We know diversity helps fuel our mission and that's why we approach our work from an I.D.E.A Mindset (Inclusion, Diversity, Equity & Access).
  • By activating the experiences, skills, and perspectives of our employees, we take action toward greater health equity.
  • Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.
  • Identifies and follows through on issues impacting the Health Plan and customer experience.

Company info

  • Summary: The Customer Care Advocate (CCA) resolves customer inquiries via telephone, walk in, mail, fax, web chat, off-phone work, and email concerning, but not limited to, contract benefits, claim payments, and enrollment in accordance with LOS, Corporate Service strategy, NCQA, and legislative requirements.
  • The Customer Care Advocate provides service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention.
  • All Levels Provides service among the customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention.
  • 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, business partners and special groups concerning our products, services and policies in accordance with LOS, NCQA, HIPAA, NYSDOH, CMS and other legislative requirements.
  • At Excellus BCBS, we're on a mission to make our communities healthier and we can't do it without you.

Equal opportunity

  • Employer Please note: There may be opportunity for remote work within all jobs posted by the Talent Acquisition team.
  • This decision is made on a case-by-case basis.
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
  • Compensation Range(s): Grade N2: Minimum $20.00 Maximum $20.00 The salary range indicated in this posting represents the minimum and maximum of the salary range for this position.
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This listing is sourced directly from Excellus BCBS's careers page and normalized into a canonical job model.