Customer Service Rep I - MA Servicing (Detroit) C-S-R

Customer Service Rep I

Full-time Shift : 8 : 00 am to 5 : 00 pm (Shift bidding process based on seniority) Detroit, MI

Assessment required

Blue Cross Blue Shield of Michigan is looking for outgoing, energetic, phone friendly individuals to work in a fast-pace call center environment. Customer Service Reps analyze, evaluate, resolve and primarily respond to low complexity level membership issues under various product lines.

• Primarily conducts low complexity internal and external research to determine and request the data needed to handle inquiries regarding membership.
• Analyze and service various product lines in the area (i.e., Facility, Professional). Provide responses by telephone, check-off letters, and / or automated letters.
• Follow department / corporate reporting requirements (i.e., PCRS, ICS, Special Surveys and Manual counts).
• Organize work to meet National / Corporate / Department Production and Quality Standards.
• Reroute misdirected inquiries.
• Primarily evaluates membership issues / inquiries and price / adjudicates low complexity claims / inquiries.
• Interact with others inside and outside the organization to resolve the inquiry / claim related problems.
• Influence customers to accept the reasonableness of decisions and actions.
• High school graduate or GED equivalent.
• One (1) year of related work experience in areas such as public / customer service, sales representative, claims processing, membership enrollment; or one (1) year of public contact in positions such as teaching, social service work, bank teller, medical assistant / office assistant.
• One (1) year of total related experience or in the absence of internal BCBSM experience, the following may apply : One (1) year of related work experience in areas such as public / customer service, sales representative or claims processing.
• Demonstrated knowledge of policies, practices and procedures related to membership.
• Demonstrated ability to analyze data and resolve problems related to membership.
• Demonstrated command of all skills necessary for oral and written communications in a clear, concise and tactful manner.