Job Description

PLEASE SUBMIT YOUR OFFICIAL APPLICATION BY VISITING OUR WEBSITE, WWW.BCBSAL.JOBS

The mission of the Customer Service Division is to provide exceptional personalized service to all of our customers every time they contact us. This is achieved by the courteous, accurate and efficient manner that our associates handle questions and issues from our customers. The Customer Service Division upholds our reputation as the "Caring Company" through the professionalism and dedication that each call center associate displays in their daily effort to improve the quality of our service to our customers.

PRIMARY RESPONSIBILITIES:

As the primary contact for our members and providers, the Customer Service Trainee is one of the most important positions at Blue Cross Blue Shield of Alabama. Our ability to provide outstanding service to our members and providers continues to be a top goal for every associate. Customer Service Trainees work in a structured and supportive call center environment.

The associate must be able to attend a paid, twenty-week new hire training program. The training program is designed to prepare incumbents for contact with customers in the Customer Service Call Center. Associates will progress through a series of training modules, including lecture, role-play, and computer-based instruction. Finally, associates will respond to live calls under supervision of a trainer or mentor. Associates must meet performance criteria for each training module in succession.

Upon successful completion of the training program, the associate is eligible for placement in the Customer Service Representative position where the associate is responsible for delivering personalized solutions, education, and assistance to meet the needs of the customer in a timely manner. The associate will respond to approximately 50-70 inbound customer contacts each day. Associates are responsible for using an active listening, first call resolution approach that acknowledges customer concerns and emotions, identifies the questions being asked, and satisfies the need of the customer by taking ownership of customers' issues and relieving customers' stress.

WORK SCHEDULE

During the training program, the associate will work a predetermined schedule Monday through Friday from 8:00am -- 4:45pm, including set lunches and breaks. Our call center hours are Monday through Friday from 7:00am -- 6:00pm. Upon completion of your training, schedules are based on operational needs and awarded based on attendance and performance.

OUR INVESTMENT IN YOU

You do not have to be an expert to be part of our team. We are not a scripted call center. No two members, problems, or resolution journeys are the same. Sometimes you will not know the right answer, but we are looking for someone who is always up for the challenge. As long as you bring the passion for customer service, problem solving and commitment to serve others, we will invest in you to take care of the rest. We will provide fun, thorough and paid training that will teach you everything you need to know to feel confident handling customer issues with a team of support by your side.

After successfully completing the training program, you will have the opportunity to progress through our career pathways in as little as 18 months. So come grow with us!

NOTE:

• Additional incentive opportunities available after completion of training

• Opportunity for remote work can be available as you progress through career pathways

PLEASE SUBMIT YOUR OFFICIAL APPLICATION BY VISITING OUR WEBSITE, WWW.BCBSAL.JOBS

SUMMARY OF QUALIFICATIONS:

• Experience in a position using a keyboard and/or personal computer
• Demonstrated experience communicating effectively in order to interact with customers
• Experience in a position understanding and interpreting complex oral and written directions
• Experience in a position multi-tasking and organizing work responsibilities
• Related work experience in areas such as public/customer service, sales representative, claims processing, membership/billing/enrollment; and/or experience in positions such as teaching, social service work, bank teller, medical assistant/office assistant, retail preferred
• Strong compassion for helping others and following tasks through to completion preferred
• Willingness to be proactive, solution-oriented, service-oriented preferred
• Willingness to be a planner and problem solver with a "can-do" attitude preferred
• Bachelor’s degree preferred

PLEASE SUBMIT YOUR OFFICIAL APPLICATION BY VISITING OUR WEBSITE, WWW.BCBSAL.JOBS

Company Description

Blue Cross and Blue Shield of Alabama is the largest provider of healthcare benefits in Alabama, providing coverage to more than 3 million people in Alabama and other areas of the country. We employ over 3,000 people at our corporate headquarters in Birmingham, Alabama, including our service centers and satellite offices around the state. In business since 1936, Blue Cross is a solid, stable company that is positioned for growth in the 21st century. Our customer base consists of individuals and families not covered by an employer plan, and over 28,000 companies from as small as two employees up to many of the largest corporations in the country. Today‘s dynamic healthcare market requires that we identify and utilize the best available talent to provide outstanding value and service to our customers. At Blue Cross, our strategy is simple. We aim to serve customers through value-driven, quality products and services. We are in the people business, and our corporate values reflect this. That‘s why we‘re called “The Caring Company.“ We've been cited for excellence in performance, financial strength, innovation and human resources. Yet, we do not rest on past achievements. Each day brings an opportunity to create something better. This same standard of excellence and concern for others extends to our employees. To learn more about Blue Cross and Blue Shield of Alabama, please visit AlabamaBlue.com.