Associate Inbound Concierge Agent

Please email HR_Talent_AcquisitionTeam@bcbsri.org if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

Schedule: Remote

Compensation: $20.00 per hour

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