Associate Customer Service Rep

Job ID: J159216
Company: Highmark Inc
Location: Parkersburg,WV,US
Full/Part Time: Full time
Job Type:
AHN Facility:
Posted Date: March 3, 2020

JOB DESCRIPTION

Company :

Highmark Inc

Job Description :

JOB SUMMARY

This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center.  Troubleshoots and resolves customer complaints.  Ensures that responses to inquiries are completed timely and according to established service and quality standards.

ESSENTIAL RESPONSIBILITIES

  • Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner. 
  • Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
  • Meet all production, quality, and adherence standards.  Attends all required training classes.
  • Elevate issues to next level of supervision, as appropriate.
  • Maintain accurate records, including timekeeping records.
  • Other duties as assigned or requested.

EDUCATION

Required

  • High School Diploma or GED

Substitutions

  • None

Preferred

  • None

EXPERIENCE

Required

  • 1 year of customer service experience in a call center preferred with healthcare customer service strongly preferred

Preferred

  • None

LICENSES or CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
  • Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally. 
  • Ability to take direction and to navigate through multiple systems simultaneously.
  • Ability to maintain composure under stressful and fast-paced conditions.
  • Strong written and verbal communication skills
  • Ability to communicate complex information in a simple, customer facing way

Language (Other than English):

None

Travel Requirement:

0% – 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches/Trains others regularly

 Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required  

No

Lifting up to 10 pounds  

Rarely

Lifting 10 to 25 pound

Rarely

Lifting 25 to 50 pounds    

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

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Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

BENEFITS

Total Rewards Program

In addition to competitive pay rates and flexible career growth, we show our employee appreciation through a comprehensive Total Rewards package, including:

  • Medical and prescription drug, dental and vision coverages for your and your eligible dependents
  • Health Saving and Flexible Spending Accounts
  • Life, AD&D and disability insurance
  • Employer-sponsored 401(k) plan
  • Paid time off, including paid holidays
  • Tuition reimbursement
  • Volunteer opportunities
  • Voluntary benefits
  • Employee discounts
Wellness Resources and Programs
Employees have access to the following wellness programs and resources:
  • Work-life resources, such as employee assistance programs and financial counseling services
  • 24/7 telephone access to health and wellness coaching to achieve personal goals
  • Onsite pharmacy services at major campuses
  • Fitness center access for all employees inclusive of showers, lockers, and group exercise classes at major Highmark campuses, Allegheny General Hospital & West Penn Hospital
  • Access to chronic condition management programs when enrolled in the employer-sponsored medical plan
  • 100% coverage for preventive exams, including flu shots
  • Incentive program that rewards employees
  • Secure bicycle parking at major campuses
  • Healthy food options at onsite cafeterias
  • Employee networks to gather in the name of health
  • Onsite seated massage and stress management classes including yoga, mindfulness and meditation

LIVING IN PITTSBURGH

Pittsburgh, PA is home to Highmark Health’s corporate headquarters, as well as the headquarters of many of our businesses and a majority of our career opportunities. When you live and work in Pittsburgh, you’ll experience a wide variety of lifestyle advantages. Take a look around and you’ll quickly see why Pittsburgh is one of America’s most liveable, most affordable, safest and happiest cities. Learn more about this exciting and inviting location:

Location

Highmark Inc. – Parkersburg Customer Service Center

When you join our Customer Service team, you’re taking the first step in a remarkable career journey with us.

This is not your typical call center job – it provides a foundational knowledge of multiple areas within Health Plan Operations (HPO) and exposure to other business subsidiaries.

At our Parkersburg location, our team of nearly 80 Associates work in a dynamic environment to provide a wide range of skilled services and support. Each day is different and there is never a dull moment. On this team you will focus on inbound call supporting:
  • General member inquires
  • Medicare Advantage members
  • Premium Account members
  • Health Care Provider inquiries
Our team serves as the primary point of contact for our members and providers. In this this role you will:
  • Utilize a holistic approach for each customer conversation
  • Deliver a customized, personalized approach that simplifies the customer experience
  • Improve the lives of our members everyday

We offer various incentives for our team from monetary to recognition to professional development and career growth.

We want you to grow in your career as an Associate with us. That’s why we ensure you have the ability to mentor new employees, shadow senior teammates, attend paid trainings and work on special projects and workgroups. We’ll also train you to be a “coach” to ensure you have the familiarity and skills needed for a promotion within the team.

The diversity of experience and knowledge you receive allows for a wide variety of career growth opportunities, not only within our team but throughout our enterprise.

Our team knows that when you work hard you deserve recognition in fun and creative ways. That’s why we host a variety of activities that include:
  • Flexible work schedules
  • Opportunities to work-from-home
  • Employee recognition
  • Prize give-a-ways
  • Volunteer and philanthropy activities
  • And more!

Our Associates provide our members “service with heart” and help further our mission of creating a remarkable health experience, freeing people to be their best. Are you ready to join us?

Our HPO team also has a second location in Triadelphia, WV.

Facility

Career Path

Your next steps

Take a look at what you can expect to happen next after you apply for this position.

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UPCOMING EVENTS AT HIGHMARK INC.

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