Account Advisor I(Remote - Louisiana) - September 2022

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. Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana implemented a policy requiring any employee who enters any of our offices or who... interacts in person with anyone for company business purposes to be fully vaccinated for COVID 19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. At this time, that policy is suspended and vaccination is not required to enter our facilities. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates and certain client facing roles may have separate protocols. Residency in or relocation to Louisiana is preferred for all positions. Grade 3 Do you want flexibility and convenience of working from your home? We are now hiring to fill a virtual new hire call center class beginning in September of 2022! BCBSLA is seeking customer-focused while using a one call resolution mindset? If so, imagine the sense of accomplishment you will feel while providing a cutting-edge experience that our customers have come to know. Everyone on our team plays a vital role in supporting our mission to improve the health and lives of Louisianans. You will serve on the front lines of the company by becoming a part of a team that is committed to excellence and upholds a sense of integrity in helping to deliver exceptional service by resolving benefit and claims inquiries from our members and/or providers via the telephone in your home office. You will have the ability to promote and maintain a positive company image with your unique skillset through direct contact with members. As a part of our family, you will earn competitive pay, medical, vision, dental, and life benefits; accrue of paid time off beginning on your first day; a generous 401k contribution match from the company; participation in our Wellness program; an opportunity to participate in various diverse cultural events; and be afforded continuous opportunities for self-development and professional growth, among much more! This position is a work from home position and can be located anywhere in the state of Louisiana. 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 required or ? Associate's degree preferred Work Experience ? 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 progrms 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. Other Requirements: ? Must be a resident of Louisiana ? The customer service hours of operation are 8:00 am to 8:00 pm Monday - Friday, therefore flexibility to work any shift within hours of operation is required. ? High speed and wired internet connection only - wireless/Wi-Fi NOT accepted. Your computer must plug directly into the modem in order to work with our system. 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 [email protected] 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

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