DESCRIPTION/RESPONSIBILITIES:
Summary
Blue Cross Blue Shield of Michigan is currently seeking a Customer Support Specialist II to support their EIT (Enterprise Information Technology) division at their New Hudson / Lyon Meadows facility. The ideal individual will be responsible for the following:
Departmental Requirements:
* Has proven analytical experience
* Understands and has working knowledge of the ANSI transactions and reports with the ability to provide analysis of them and communicate resolution of an issue with the EDI customers.
* Able to provide customer quality service through telephone and written communications.
* Understands the function of a clearinghouse and the electronic data interchange process.
* Has knowledge of processing systems; such as NASCO/ MOS, Local, BCN, Medicare Advantage, Medicare, Medicaid, Commercial payers, etc.
* Has knowledge of Institutional, professional and dental lines of business.
* Understands claims flow; & has worked with internal and external customer of BCBSM
* Has working knowledge of service ticket tools for recording calls and issue resolution
* Has working knowledge of PORTICO, Web Denis, NCSW, User Interface, EOS, TSO Is detail oriented & able to work at a fast pace
* Is a team player & able to work independently
Essential Corporate Duties and Responsibilities:
Interact with internal and external customers to provide and process information in response to inquiries, concerns and requests about products and services. Respond to requests for IT support, logging problems, generating trouble tickets, diagnosing and resolving problems, and if necessary, escalating the problem to the appropriate level of expertise. Provide Level 1 support and may provide Level 2 support.
* Provide first point of contact and day-to-day technical support.
* Obtain and evaluate all relevant information to handle product and service inquiries.
* Enter call data into the tracking system.
* Provide user access service.
* Provide pricing and delivery information.
* Process orders, forms, applications and requests.
* Assist customer with recovery issues.
* Diagnose customer problems by evaluating multiple options.
* Communicate and coordinate with internal departments.
* Develop checklists and scripts for resolving routine problems.
* Escalate problems to Level 3 when necessary.
* Follow up on customer interactions.
* Document problem status and resolution in tracking log.
* Collaborate in the development of service-level objects and take steps to meet or exceed service level targets.
* Explain service procedures to customers.
* Follow up in a timely manner to ensure customer satisfaction. Identify recurring and potential problems and notifies team members/leaders.
* Recommend procedures and controls for service or lean improvements.
* Recommend ideas for improving queue time, abandoned call rates and first contact resolution.
* Provide on-the-spot appropriate instructions to customers, as needed.
* Create, modify and review documentation of issues and resolutions.
* Document solutions to common problems and responses to frequently asked questions.
* Create and update job aids, quick tips or help desk procedures to a knowledge base.
* Communicate updates on issues in a timely manner to ensure customer satisfaction and productivity.
* Adhere to standards, policies, and procedures Mentor less experienced staff in a specific area of expertise.
* Facilitate learning sessions with internal teams.
* Other duties may be assigned.
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.
