Product Manager leading Client Identity and Access Management strategy execution at KeyBank. Focused on fraud prevention and client protection in the Branch & Contact Center channels.
About the role
- Customer Service Associate providing support through phone and written inquiries for Horizon Blue Cross Blue Shield of New Jersey. Delivering excellent customer service while adhering to quality standards.
Responsibilities
- Provide excellent service to customers through the resolution of basic customer inquiries received by phone or through written correspondence.
- Receive customer inquiries via phone, fax, mail, e-mail, etc.
- If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) to effectively handle inquiry.
- Review computer systems and/or other reference materials to complete verification process.
- Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
- Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
- Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
- Follow up on unresolved issues in a timely manner, escalating call trends to management.
- Deliver an excellent customer service experience while meeting quality and production standards.
- Perform other relevant tasks as assigned by management.
Requirements
- High School Diploma/GED required
- Some experience in a call center or customer service role within the health insurance industry preferred.
- Knowledge of medical terminology and medical billing coding preferred
- Excellent Customer Service skills
- Ability to manage and diffuse irate calls
- Ability to work in a high pressure, fast pace environment
- Keyboarding proficiency
- PC proficiency
- Strong verbal and written communication
- Interpersonal skills (i.e. active listening)
- Investigative and analytical skills
- Ability to multitask
- Time management skills
- Flexibility and adaptability
- Ability to work effectively within a team environment
Benefits
- Comprehensive health benefits (Medical/Dental/Vision)
- Retirement Plans
- Generous PTO
- Incentive Plans
- Wellness Programs
- Paid Volunteer Time Off
- Tuition Reimbursement
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