Associate Customer Service Representative

Job ID: J161636
Company: Highmark Inc
Location: Pittsburgh,PA,US
Full/Part Time: Full time
Job Type:
AHN Facility:
Posted Date: May 20, 2020

JOB DESCRIPTION

Company :

Highmark Inc

Job Description :

GENERAL OVERVIEW: 

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:

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

REQUIRED EDUCATION:

High School Diploma/GED

EXPERIENCE

Minimum:

  • 1-2 years customer service experience with call center and/or healthcare experience highly preferred.

Preferred:

  • 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.

ADDITIONAL INFORMATION:

Work Schedule:  40 hours a week. 8 hour shift between 8:00 AM-8:00 PM M-F
Training is 10 weeks: 8:15 AM-5:00 PM M-F. 
Option to work from home after 1 year upon successful demonstration of job stability, performance, and in-house measures.

Referral Type: Level 1

This job requires the ability to work as a team member.  Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours, holidays and/or weekends.

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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

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

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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. – Pittsburgh 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 Pittsburgh location, our team of nearly 60 Associates work in a dynamic and flexible 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 mainly field inbound calls.

Our team serves as the primary point of contact for our members. 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 members 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 leadership forums and paid trainings as well as work on special projects and workgroups.

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
  • Employee of the month
  • Company sponsored food days
  • Monthly engagement activities tied to performance
  • Employee Appreciation week
  • Birthday and Years of Service recognition
  • Competitions with other Call Center locations
  • Volunteer and philanthropy activities
  • And more!

Outside of our standard total rewards and benefits package, our Pittsburgh location offers an onsite fitness center, cafeteria, employee health center, pharmacy, stores and bank!

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?

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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