Call Center Service Associate

Horizon Blue Cross Blue Shield of New Jersey (Horizon BCBSNJ) is the state's largest health insurance company, serving nearly 3.7 million members. Horizon BCBSNJ is a not-for-profit, tax paying health insurer, headquartered in Newark, New Jersey.

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.- Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.

* Review computer systems and/or other reference materials to complete verification process. * Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.). * Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process. * Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up. * Follow up on unresolved issues in a timely manner, escalating call trends to management. * Deliver an excellent customer service experience while meeting quality and production standards. * Perform other relevant tasks as assigned by management.

**Education/Experience:** * High school degree or equivalent required. Some college preferred. * Some experience in a call center or customer service role within the health insurance industry preferred. **Knowledge:** Medical terminology and medical billing coding preferred. **Skills and Abilities:** * Excellent Customer Service skills including the ability to manage and diffuse irate calls. * Ability to work in a high pressure, fast pace environment. * Keyboarding proficiency. * PC proficiency. * Strong verbal and written communication. * Interpersonal skills (i.e. active listening). * Investigative and analytical skills. * Ability to multitask. * Time management skills. * Flexibility and adaptability . * Ability to work effectively within a team environment