Customer Service Representative II

With more than 8,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust. Interested in joining us?

Grand Rapids, MI

Blue Cross Blue Shield of Michigan

When you think of Blue Cross Blue Shield of Michigan for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="http://www.bcbsm.com/index/about-us/our-company.html" target="_blank"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades. http://www.bcbsm.com

keywords: claims,analysis,reporting,production,administration,organization,analysis,support,research,education,experience,analysis,communication,support,knowledge

Experienced

Competitive Total Compensation Package

Overview: <span id="requisitionDescriptionInterface.ID1545.row1" class="text" title=""><strong><span style="font-family: arial,sans-serif;"><span style="font-size: xx-small;">BCBSM Customer Service Representative II&rsquo;s (CSR II) analyze, evaluate, resolve and respond to customer/provider inquiries received via telephone, correspondence or in person involving a variety of claim/benefit issues under various product lines. Will direct the adjudication of claims/inquiries.</span></span></strong></span>
Responsibilities: <span id="requisitionDescriptionInterface.ID1545.row1" class="text" title=""><span style="font-size: xx-small;"><span style="font-family: arial,sans-serif;">Conducts internal and external research to determine and request the data needed to handle inquiries from Subscribers, Beneficiaries, Accounts or Providers.&nbsp; Obtains needed external data.&nbsp;Analyzes and services various product lines in the area (i.e., Administrative, Facility, Professional, Special Programs, Medicare/Complementary).&nbsp; Provides servicing responses by telephone, handwritten/check-off letters, or by a typewritten, self-composed letter.&nbsp;Initiates status reports to the inquirer when delays occur in responding to an inquiry, as required.&nbsp;Follows department/corporate reporting requirements (i.e., PCRS, ICS, Special Surveys and Manual counts).&nbsp;Organizes work to meet National/Corporate/Department Production and Quality Standards.&nbsp;&nbsp;Reroutes misdirected inquiries.&nbsp;Evaluates and price/adjudicates claims/inquiries.&nbsp;Interacts with others inside and outside the organization to resolve the inquiry/claim related problems.&nbsp;Determines the dollar amount of additional payment and directs the issuance of a check.&nbsp;Influences customers to accept the reasonableness of decisions and actions.&nbsp;May assist less experienced Reps and handle unusual or complex inquiries, including irate calls as well as those inquiries that may have implications for the retention of a group/contract, or provider.&nbsp; Other duties may be assigned.</span></span></span>
Requirements: <ul> <li><span style="font-size: xx-small;">High school graduate or GED equivalent.</span></li> <li><span style="font-size: xx-small;">Two (2) years of related work experience in areas such as public/customer service, sales representatives, claims processing, membership enrollment and one (1) year of public contact in positions such as teaching, social service work, bank teller, medical assistant/office assistant.</span></li> <li><span style="font-size: xx-small;">Three (3) years of total related experience or in the absence of internal BCBSM experience, the following may apply:&nbsp; A total of three (3) years of related work experience in areas such as public/customer service, sales representative or claims processing (or Direct Billed &amp; Support). Eighteen (18) months as an Account Clerk&nbsp;IV in Group Billing/Direct Billed and Support Departments.</span></li> <li><span style="font-size: xx-small;">Demonstrated knowledge of policies, practices and procedures related to billing, or contract coverage or changes, or rating and eligibility requirements or claims processing.</span></li> <li><span style="font-size: xx-small;">Demonstrated ability to analyze data and resolve problems related to inquiry and claims processing.</span></li> <li><span style="font-size: xx-small;">Demonstrated command of all skills necessary for oral and written communications with Subscribers, Beneficiaries, Accounts or Providers, in a clear, concise and tactful manner.&nbsp;</span></li> <li><span style="font-size: xx-small;">Must be able to pass the Customer Service selection process.&nbsp;</span></li> </ul> <br /><br /> <div><em><span style="font-size: xx-small;">All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, protected veteran status or status as an individual with a disability.</span></em></div>