Member Services Representative

Position Description

Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market-driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.   

At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.” 

 

The Member / Provider Services Representatives ("MSRs" / "PSRs") are the front-line team at Capital BlueCross ("CBC") and are responsible for handling all customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using resources, materials and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend an extensive training class in addition to ongoing periodic refresher trainings to service our customers (i.e. members/providers/group leaders) as business needs permit.

Responsibilities and Qualifications

Member-Focus:

• Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills
• Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction
• Focus on customer retention through first call resolution of concerns and enhancement of the member experience
• Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction
• Ensure all customers' needs are completely met, timely, without elevation if possible
• If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings
• Performance standards, business metrics and process improvements:
• Large emphasis on quality, productivity, adherence to schedules, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally
• Adaptability to use of soft skills and call strategies.
• Complete ongoing training to stay abreast of products, services and policy changes
• Improve quality of work on a daily basis by learning and employing new skills or adapting previous processes to mirror the fit-for-excellence company culture
• Recognize, document, and alert supervisors of trends in customer calls
• Conduct self in a manner consistent with the values of the organization

Skills:

• Must possess basic reading and arithmetic skills (reading and math comprehension).
• Must possess above average verbal and written communication skills.
• Average or above average social and emotional intelligence candidates preferred.
• Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
• Must be able to build and/or retain excellent customer relationships by presenting a positive and cooperative attitude via multi-channel connections with customers
• Ability to deliver 'delightful' and effective customer service to enhance the member experience and build customer satisfaction and loyalty with both internal and external customers
• Ability to actively listen paired with the ability to demonstrate empathy for customers
• Be service and solution oriented by actively looking for ways to help
• Be patient, stress tolerant and show empathy to customers, both internal and external
• Must possess a strong attention to detail and an interest in preventing errors
• Demonstrate critical thinking, problem solving, and decision making abilities
• Demonstrate effective communication skills both verbal and written
• Ability to critically observe, analyze, think creatively, research and resolve customer complaints
• Demonstrate ability to be independent, resourceful, self-sufficient, dependable and professio