Correspondence Phone Support, Intermediate

Job Details:-

Hiring Organization:- Blue Cross

Employment Type:- Full Time

Work Hours:– 8 Hours

Locations:- USA

Jobs Description:

Your Role

Blue Shield of California has embarked on an exciting new partnership with Hawaii Medical Services Association (HMSA). HMSA is a fellow Blues plan which is part of the BCBS association. In this partnership, our teams play a supporting role in their day-to-day contact center operations. You will be expected to support HMSA inbound call inquiries from their members and provide a high-quality experience. This newly created team of contact center representatives will report directly to their Blue Shield of California Operations Supervisor. This team will be comprised of Blue Shield of California agents who will be trained to support HMSA membership. Achievement of performance metrics and meeting all expectations while supporting the HMSA plan. This role will require you to collaborate closely with leadership across another Blues Plan to continue to align their service strategy to meet customer needs.

Our training and office support hours will be Monday through Friday from 11am-7:30pm Pacific Standard Time. (8am-4:30pm Hawaii Standard Time) “In this role, you will be required to work full-time in our office located in Redding, CA. This position is not remote or hybrid; it is 100% in-office.”

Your Work

In this role, you will:

Resolve incoming calls concerning member policy information including eligibility, benefits, pharmacy and claim inquiries
Provide accurate and complete member plan benefit information
Correspond between internal business partners to comply with member policy updates
Regular maintenance of routine inventory to meet/exceed performance objectives
Handle member inquiries, including escalations and ability to de-escalate and show empathy
The ability to multitask and use critical thinking to resolve member inquiries.
Consistently perform established performance metrics including but not limited to voice of the customer survey results, quality, and production.

QUALIFICATIONS
Your Knowledge and Experience

- - Must reside within 30 miles of Redding, CA
  - Requires a High School Diploma or GED
  - Requires at least 3 years prior relevant experience
  - Prior Contact Center/Call Center experience is preferred; not required
  - Requires attending and completing training facilitated in office
Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently

Pay Range:

The pay range for this role is: $ 18.61 to $ 26.05 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate’s experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

ABOUT THE TEAM
Blue Shield of California’s mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.

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Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California’s top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!

Our Values:

Honest . We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we’re going to do and by acknowledging and correcting where we fall short.
Human . We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes.
Courageous . We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

Our Workplace Model:

Blue Shield of California is dedicated to making work-life balance a reality. Whether you prefer to work in an office or from home, we understand flexibility is more important than ever. That’s why Blue Shield is a hybrid company, offering you the opportunity to decide where you can do your best and most meaningful work.

Two ways of working: Hybrid (our default) and office

Hybrid – In a business unit approved office a few times per year to 3 days per week, on average

Office – In a business unit approved office 4+ days a week, on average. If the role you’re applying for is deemed an “Essential Role,” the company has determined that the role can only be performed in a Blue Shield office or in the field and would require your to meet the office worker classification.

Physical Requirements:

Office Environment – roles involving part to full time schedule in Office Environment. Due to the current public health emergency in California, Blue Shield employees are almost all working remotely. Based in our physical offices and work from home office/deskwork – Activity level: Sedentary, frequency most of work day.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.

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