Job Information
Blue Cross and Blue Shield of Louisiana Account Advisor I in Baton Rouge, Louisiana
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.
Grade 3
Are you searching for your next career opportunity? Do you have a passion for providing excellent customer service? Would like you like to work from home? We are actively recruiting for a Call Center Class beginning in August 2024! Apply today and join us in supporting our mission to improve the health and lives of Louisianans.
What does an Account Advisor do?
Serve as first point of contact for the organization. The Account Advisor handles incoming calls from members and providers answering questions and offers guidance via the telephone with individuals in a prompt, courteous, and professional manner.
What does training look like?
During the first 15 weeks of employment, you will be in our blended training program where you will come onsite for some training and attend the remainder virtually. Our training is progressive and builds on concepts learned each day to prepare you to be comfortable and confident as an Account Advisor. The schedule will be 8:00am-4:30pm Monday-Friday during training.
After completion of training, you will begin working your assigned work schedule. Most Account Advisors start in the 11:30-8:00pm shift after training.
What is a must have?
Customer Service experience or equivalent
Must be available to report to the Baton Rouge Corporate Campus for the onsite components of new hire training.
Flexibility to work an assigned 8 hour shift between the hours of 8:00 am to 8:00 pm Monday – Friday.
Commitment to a 15 week training program
Hardwired internet connection with speeds greater than 5MB upload and 10MB download
What’s in it for you?
A comprehensive new hire training program designed to help set you up for success
Competitive pay- $18.00 per hour
Excellent benefits package including medical, dental, vision, life insurance, an amazing Wellness Program, 401k contributions in addition to paid time off, and paid holidays
Professional development opportunities and access to grow your career
Volunteer Opportunities
Employee Resource Groups (ERGs) to share and connect with your coworkers
POSITION PURPOSE
Resolves benefit and claims inquiries via the telephone 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 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 programs 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.
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