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Anthem, Inc. Cust Care Rep II (Customer Svc Rep I) in Boston, Massachusetts

Description

SHIFT: Day Job

SCHEDULE: Full-time

Your Talent. Our Vision. At Beacon Health Options, a proud member of the Anthem, Inc. family of companies, it’s a powerful combination. It’s the foundation upon which we’re creating greater access to care for our members, greater value for our customers and greater health for our communities. Join us and together we will drive the future of health care.

For more than 30 years, Beacon Health Options has changed the way people live with behavioral health conditions. Today, we are the undisputed leader in behavioral health management, serving 37 million people across all 50 states. At Beacon, our mission is to help people live their lives to the fullest potential. Beacon offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.

Location: Must live within 60 miles or 1 hour of Beacon co-located office.

Preferred Location: Applicants who reside in Woburn, MA, or within 1-hour commute to site.

Work Hours: 8:30AM – 5:00PM EST. Hours subject to change after training.

The Customer Service is responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas performs some but not all types of moderately complex function. Must be able to successfully perform all the duties of the Customer Care Rep I.

Primary duties may include, but are not limited to:

  • Analyzes problems and provides information/solutions.

  • Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.

  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.

  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

  • Researches and analyzes data to address operational challenges and customer service issues.

  • Provides external and internal customers with requested information. Proficient in all basic customer service functions.

  • Receives and places follow-up telephone calls / e-mails to answer customer questions.

  • May require deviation from standard practices and procedures with the assistance of a computerized system.

  • Seeks, understands and responds to the needs and expectations of internal and external customers.

  • Required to meet department goals and expectations.

Qualifications

Requires:

  • Requires a HS diploma or equivalent;1-3 years of the company's experience in an automated customer service environment; or any combination of education and experience, which would provide an equivalent background.

  • For URAC accredited areas the following applies: Requires strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

AnEqualOpportunityEmployer/Disability/Veteran

REQNUMBER: PS40009

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