Associate Inbound Concierge Agent

Jump into the new world of health insurance:
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that is large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.
Join others who know diversity is strength:
We appreciate and celebrate everything that makes us unique: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.
Hourly Range: $20.00
Type of position: Remote
Jump into the new world of health insurance:
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that’s large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.
Join others who know diversity is strength:
We appreciate and celebrate everything that makes us unique: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.
Why this job matters:
Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies. Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution. Support the organization’s retention strategy by providing exceptional service to members and providers.
What you’ll do:

• Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies.
• Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution.
• Support the organization’s retention strategy by providing exceptional service to members and providers by building and maintaining top-notch relationships in every interaction. (This includes both over the phone and in-person member interactions)
• Ensure compliance in all aspects of activities with internal policies as well as all regulatory agencies.
• Identify cross-sell opportunities for ancillary products such as dental insurance
• Maintain records of customer interactions, process changes to member accounts, record inquiry details and actions, and refer unresolved issues to appropriate internal departments for additional research.
• Ability to work in a multitude of capacities: including as a Medicare Concierge phone Agent and as a Community Outreach Specialist (over the telephone, at the corporate office, retail stores, and community engagement events)
• Perform other duties as assigned.

What you need to succeed:

• Combination of education and experience
• Up to two years’ experience in a customer service environment
• Must successfully pass Customer Service Assessments
• Must successfully pass Medicare Certification
• Flexibility to work weekends and shifts that are in the 8 a.m. to 8 p.m. time frame
• Flexibility to work in different locations in Rhode Island as required (call center, retail stores, community engagement events) and have reliable transportation
• Ability to gather and retrieve information in an organized manner
• Excellent communication and customer relationship skills
• Problem solving skills
• Interpersonal skills
• Empathy and patience
• Ability to solve problems
• Computer navigation skills
• Strong written and verbal communications skills
• Time management skills
• Ability to collect and organize data
• Ability to work independently and with a team
• Ability to meet established time and quality standards
• Ability to exercise sound judgment

The extras:

• Ability to work in a remote fast-paced call center environment
• Knowledge of company products
• Knowledge of health insurance or managed care operations
• Bi-lingual skills (i.e., Spanish or Portuguese)
• Health Producers License

Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department
• Arizona, Connecticut, Florida, Georgia, Louisiana, Maine, Massachusetts, Nevada, New Hampshire, North Carolina, Pennsylvania, Rhode Island, South Carolina, Texas, Virginia

Location:
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:
In-office: onsite 5 days per week
Hybrid: onsite 2-4 days per week
Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Florida, Georgia, Louisiana, North Carolina, Oklahoma, South Carolina, Texas, Rhode Island, Massachusetts, Connecticut and Virginia.
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), diversity and inclusion are central to our core values and strengthen our ability to meet the challenges of today's healthcare industry. BCBSRI is an equal opportunity, affirmative action employer. We provide equal opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression.
The law requires an employer to post notices describing the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability, veteran status, sexual orientation, and genetic information and gender identity or expression. Please visit https://www.eeoc.gov/employers/eeo-law-poster to view the "EEO is the Law" poster.

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