Remote Customer Services Rep -Benefits (BCBSA)

Austin, TX 78728

Posted: 10/27/2021 Industry: Call Center Job Number: 6853 Pay Rate: 0.00

Job Description

JOB RESPONSIBILITIES
  • Handle large volumes of inbound calls that require 100% script compliance, the pronunciation of streets, cities and counties throughout the U.S. and paragraphs that must be read verbatim.
  • Data entry of literature request(s) for callers requesting additional information on insurance plans.
  • Thorough understanding of plans, their benefits and features.
  • Educating callers on plans in a conversational manner utilizing probing questions.
  • Provide informational brochures via mail or email
  • Schedule call backs for the Benefit team.
  • Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar
  • Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution.
  • Acquire and input all caller and literature request information into multiple tools while multi- tasking with a 99% or greater accuracy rating.
  • Maintain an 85% call quality average
ESSENTIAL RESPONSIBILITIES

   
Handle inbound calls
 
  • Use proper grammar and spelling in English
  • Deploy speak and spell methodology using the phonetic alphabet
  • Meet all quality requirements of the program
  • Engage prospects in a conversational manner using probing questions
  • Provide optimal consumer experience by effective listening and communication skills
  • Maintain our high standard of professionalism and conduct
QUALIFICATIONS
Education: Candidate must possess a high school diploma or equivalent

 
  • Type 35 WPM without errors
  • Intermediate computer skills
  • Excellent written and verbal communication skills
  • Professional grammar and ability to read and write English
  • Excellent listening and comprehension skills with an attention for detail
  • Multi-tasking (typing while navigating different interfaces and talking)
  • Availability to work flexible shifts including holidays, weekends and evenings
  • Prior medical or health insurance experience preferred

  • Knowledge of medical terminology helpful

    ATTRIBUTES
     
  • Possessing an outgoing and energetic attitude with a good sense of humor
  • Understanding and adhering to our attendance policy
  • Being flexible and able to adapt to change
  • Meeting all program level metrics
  • Respecting and following company guidelines and rules
  • Being able to work independently and collectively
  • Possessing patience and empathy with a passion for helping others

EQUIPMENT QUALIFICATIONS:
  • Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor
  • Webcam Required
  • No Tablets or Chromebooks
  • Computer Type: PC compatible (no MACs)
  • Minimum OS Version: Windows 10 (with all recent updates)
  • Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors
  • Minimum RAM: 4GB or greater
  • Minimum Graphic Resolution: 1024× 768
  • Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)
  • Monitor Size: 17 inches or larger
  • Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)
  • Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)
  • Internet Speed: High Speed internet access, 10MBPS upload/download minimum
  • Anti-virus Software: Must have a current compatible version installed
  • USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets
JOB RESPONSIBILITIES 
  • Handle large volumes of inbound calls that require 100% script compliance, the pronunciation of streets, cities and counties throughout the U.S. and paragraphs that must be read verbatim.
  • Data entry of literature request(s) for callers requesting additional information on insurance plans.
  • Thorough understanding of plans, their benefits and features.
  • Educating callers on plans in a conversational manner utilizing probing questions.
  • Provide informational brochures via mail or email
  • Schedule call backs for the Benefit team.
  • Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar
  • Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution.
  • Acquire and input all caller and literature request information into multiple tools while multi- tasking with a 99% or greater accuracy rating.
  • Maintain an 85% call quality average
ESSENTIAL RESPONSIBILITIES

   
Handle inbound calls
 
  • Use proper grammar and spelling in English
  • Deploy speak and spell methodology using the phonetic alphabet
  • Meet all quality requirements of the program
  • Engage prospects in a conversational manner using probing questions
  • Provide optimal consumer experience by effective listening and communication skills
  • Maintain our high standard of professionalism and conduct
QUALIFICATIONS
Education:  Candidate must possess a high school diploma or equivalent

 
  • Type 35 WPM without errors
  • Intermediate computer skills
  • Excellent written and verbal communication skills
  • Professional grammar and ability to read and write English
  • Excellent listening and comprehension skills with an attention for detail
  • Multi-tasking (typing while navigating different interfaces and talking)
  • Availability to work flexible shifts including holidays, weekends and evenings
  • Prior medical or health insurance experience preferred

  • Knowledge of medical terminology helpful

    ATTRIBUTES
     
  • Possessing an outgoing and energetic attitude with a good sense of humor
  • Understanding and adhering to our attendance policy
  • Being flexible and able to adapt to change
  • Meeting all program level metrics
  • Respecting and following company guidelines and rules
  • Being able to work independently and collectively
  • Possessing patience and empathy with a passion for helping others

EQUIPMENT QUALIFICATIONS:
  • Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor
  • Webcam Required
  • No Tablets or Chromebooks
  • Computer Type: PC compatible (no MACs)
  • Minimum OS Version: Windows 10 (with all recent updates)
  • Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors
  • Minimum RAM: 4GB or greater
  • Minimum Graphic Resolution: 1024× 768
  • Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)
  • Monitor Size: 17 inches or larger
  • Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)
  • Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)
  • Internet Speed: High Speed internet access, 10MBPS upload/download minimum
  • Anti-virus Software: Must have a current compatible version installed
  • USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets
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