Essential Duties & Responsibilities: Include but not limited to:
Provides day-to-day administrative support to Account Managers and Account Consultants. Provides quality client service to brokers, administrators and accounts, acting to diffuse potential crisis situations by resolving service problems or complaints. Assists Account Manager or Account Consultant with the maintenance of departmental data bases and serves in a support role to the Account Management team. Contributes to account retention by responding to and resolving 90-95% of group issues at the point of contact and demonstrates timely follow through on all issues requiring additional research, working in collaboration with the Account Manager or Account Consultant to identify trends of account dissatisfaction. Elevates issues to Account Managers and executive management as necessary to assure that client satisfaction is maintained in a “pro-active” manner with a bias for action and a bias for quick resolution of issues, and also of identification of root causes of operational issues for follow up and correction within the operational units.
Assists with renewals, requesting specialized reports for analysis by Account Managers, coordinating employee benefit meetings, and post follow through of issues. The Account Service Representative II participates as a member of the Account Installation team for new accounts to establish a positive installation process from the introduction of the account to NCAS. As such the Account Service Representative may assist in verifying benefits, performing quality control checks of benefit loads as needed, proofing of and distribution of account materials, and training account staff on the self-service component of the Healthaxis platform. The Account Service Representative II may assist the Account Manager to ensure that the Account Installation schedule is achieved in a timely, accurate manner.
Interacts with other departmental staff, vendors, and subsidiaries to coordinate matters involving retention, service, and system issues or benefit administration. Supports Account Managers through “peer review proofing” of key documents such as cost and rate sheets, client fact sheets, service agreements, and plan documents prior to distribution to accounts.
Required: 2-4 years customer service experience in health insurance field. High School Diploma
Abilities/Skills: PC skills, good communication skills (internal/external), public speaking, superior written communications skills, the ability to work well independently as well as with a team. The incumbent will have the ability to perform in a fast-paced environment and work flexible hours. The incumbent must possess a sales license in health and life insurance in their respective geographic NCAS site (i.e. Maryland, North Carolina, or Virginia)
Preferred: Bachelor’s degree, 2-4 years of health care background.
Department: Small Business Unit New Business 51-199
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Internal Number: 12547
About CareFirst Blue Cross Blue Shield
CareFirst is the health care marketplace leader in more ways than one. We are the largest health care insurer in the Mid-Atlantic region, employing more than 5,000 associates and serving nearly 3.4 million members in Maryland, the District of Columbia and Northern Virginia.We are also innovation leaders – our associates are continually finding creative and effective ways to deliver greater value and service to our members and improve the quality of life in our communities. The new normal for the health care industry is constant change and evolution and CareFirst strives to drive the future of health care through our advanced solutions.We promote learning and development by encouraging and supporting our associates to invest in their own learning and development. We are guided by a powerful set of values that inform and influence our interactions with each other, our members and our community.