Correspondence Phone Support, Intermediate

“In this role, you will be required to work full-time in our office located in Redding, CA. This position is not remote or hybrid; it is 100% in-office.”

Your Role

Blue Shield of California has embarked on an exciting new partnership with Hawaii Medical Services Association (HMSA). HMSA is a fellow Blues plan which is part of the BCBS association. In this partnership, our teams play a supporting role in their day-to-day contact center operations. You will be expected to support HMSA inbound call inquiries from their members and provide a high-quality experience. This newly created team of contact center representatives will report directly to their Blue Shield of California Operations Supervisor. This team will be comprised of Blue Shield of California agents who will be trained to support HMSA membership. Achievement of performance metrics and meeting all expectations while supporting the HMSA plan. This role will require you to collaborate closely with leadership across another Blues Plan to continue to align their service strategy to meet customer needs.

Our training and office support hours will be Monday through Friday from 11am-7:30pm Pacific Standard Time. (8am-4:30pm Hawaii Standard Time) “In this role, you will be required to work full-time in our office located in Redding, CA. This position is not remote or hybrid; it is 100% in-office.”

Your Work

In this role, you will:

• Resolve incoming calls concerning member policy information including eligibility, benefits, pharmacy and claim inquiries
• Provide accurate and complete member plan benefit information
• Correspond between internal business partners to comply with member policy updates
• Regular maintenance of routine inventory to meet/exceed performance objectives
• Handle member inquiries, including escalations and ability to de-escalate and show empathy
• The ability to multitask and use critical thinking to resolve member inquiries.
• Consistently perform established performance metrics including but not limited to voice of the customer survey results, quality, and production.

Your Knowledge and Experience

• Must reside within 30 miles of Redding, CA
• Requires a High School Diploma or GED
• Requires at least 3 years prior relevant experience
• Prior Contact Center/Call Center experience is preferred; not required
• Requires attending and completing training facilitated in office
• Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently

Pay Range:

The pay range for this role is: $ 18.61 to $ 26.05 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.