Blue Cross & Blue Shield of Rhode Island is dedicated to serving the healthcare needs of Rhode Islanders. The Associate Inbound Concierge Agent will advocate for Medicare members by addressing their inquiries, resolving issues, and supporting the organization's retention strategy through exceptional service.
Responsibilities
- Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, resources, network and policies
- Identify problems affecting members and providers; notify the appropriate business area(s) to resolve issues and track resolution
- Support the organization’s customer experience and retention strategy by providing exceptional service to members and providers by building and maintaining top-notch relationships in every interaction. (This includes both over the phone and in-person member interactions)
- Ensure compliance in all aspects of activities with internal policies as well as all regulatory agencies
- Identify cross-sell or promotion opportunities for ancillary products such as dental insurance, care management, or clinical programs
- Maintain records of customer interactions, process changes to member accounts, record inquiry details and actions, and refer unresolved issues to appropriate internal departments for additional research
- Ability to work in a multitude of capacities or channels including as a Medicare Concierge phone Agent and as a Outreach (over the telephone, at the corporate office, retail stores, and community engagement events)
- Perform other duties as assigned
Skills
- Combination of education and experience
- Up to two years' experience in a customer service environment
- Must successfully pass Customer Service Assessments
- Must successfully pass Medicare Certification
- Flexibility to work weekends and shifts that are in the 8 a.m. to 8 p.m. time frame
- Flexibility to work in different locations in Rhode Island as required (call center, retail stores, community engagement events) and have reliable transportation
- Ability to gather and retrieve information in an organized manner
- Excellent communication and customer relationship skills
- Problem solving skills
- Interpersonal skills
- Empathy and patience
- Ability to solve problems
- Computer navigation skills
- Strong written and verbal communications skills
- Time management skills
- Ability to collect and organize data
- Ability to work independently and with a team
- Ability to meet established time and quality standards
- Ability to exercise sound judgment
- Ability to work in a remote call center environment
- Knowledge of company products
- Knowledge of health insurance or managed care operations
- Demonstrates curiosity and confidence with AI tools (e.g., Copilot) and embraces an 'AI-first' mindset; acts as a change agent by adopting new technologies, sharing best practices, and inspiring peers to leverage AI to improve efficiency, accuracy, and member experience
- Thrives in a collaborative, fun environment that leverages gamification, friendly competition, and team-based challenges to drive engagement, performance, and continuous improvement
- Bi-lingual skills (i.e., Spanish or Portuguese)
- Health Producers License
Benefits
- Flexible work arrangements that include remote and hybrid opportunities
- Paid time off
- Tuition reimbursement
- Assist with student-loan repayment
- Health, dental, and vision insurance
- Programs that support your mental health and well-being
- Bonuses
- Investment plans
- Additional paid time to volunteer
Company Overview
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), we know that health is more than what happens at the doctor’s office. It was founded in 1939, and is headquartered in Providence, Rhode Island, US, with a workforce of 501-1000 employees. Its website is http://www.bcbsri.com.