Job Details

** Customer Advocate**

**Job Category****:** Service Representative **Requisition Number****:** CUSTO003068 Showing 1 location **Job Details**

**Description**

**Job Summary**

The Customer Advocate is responsible for assisting and educating members, providers and customers on products and plans offered by Blue Cross Blue Shield of North Dakota (BCBSND) and affiliated companies. This position researches, analyzes and resolves all inquiries, promoting a favorable image of the Company by demonstrating shared business values to all who contact. In addition, this position will foster and preserve reputable relationships with all members, providers and customers by providing accurate and timely information in response to all inquiries.

**Essential Functions**

* Provides assistance, service and education to all internal and external members, providers, and customers. Ensures accuracy and timeliness in responding to a variety of inquiries. Processes and resolves customer issues with varying complexities, which may include system updates and/or claims research.

* Possesses and maintains base knowledge of insurance terms and practices along with various company offered products.

* Ensures proper follow-up regarding inquiries from both member and providers, relaying and gathering appropriate information to and from internal parties to resolve issues or discrepancies.

* Determines proper resources to gather information and details regarding member or provider inquiries. Utilizes internal resources and databases to address specific inquiries or gather specific plan details for members and providers.

**Knowledge, Skills and Abilities**

Customer Interaction

Intermediate

Attentiveness and Listening Skills

Basic

Problem Solving and Resolution

Basic

Communication (Verbal/Written)

Intermediate

Flexibility and Adaptability

Basic

**Education Requirements**

**Required**: High School Diploma/GED

**Preferred:** Associate's

**Field(s) of Study**:

**Experience Requirements**

**Required**: Minimum of 1 Year

**Preferred:** Minimum of 1 Year

**Experience Details**: Minimum of 1 year of customer service or related experience is required.

**Certification, Licensures & Registration Requirements**

**Title**: N/A

**State or Agency**: N/A

***Equivalent combination of education, experience or training determined to be acceptable by Human Resources may be substituted, unless regulated by contract or program standards***

**Physical Demands**

Talking

Frequent (60-90%)

Telephones and Other Electronic Devices

Frequent (60-90%)

Hearing

Frequent (60-90%)

Use of Computer

Frequent (60-90%)

Sitting

Frequent (60-90%)

Walking

Occasional (30-60%)

**Other Information**

*Important Notice*

BCBSND has a vaccination protocol in place that requires any employees who physically work in a BCBSND office or whose role requires direct customer contact to be vaccinated against COVID-19. We respect your choice to get vaccinated (or not) and getting vaccinated is not a condition of employment. If you are not vaccinated, you may work remotely if your role allows for it. If your role does not allow for remote work and you are unable to get the COVID-19 vaccine, there is an exception process available that includes a weekly testing regimen.

*Job Posting Policy*

Employees new to Blue Cross Blue Shield of North Dakota are eligible to apply for positions within their assigned department after successfully completing 90-days in their role. For positions outside of their department, new employees should attain a minimum of six months of service before applying for a new role. Exceptions to this are acceptable, provided there is good business justification for making the move.

*Equal Opportunity Employment*

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individual with Disabilities, as well as Sexual Orientation or Gender Identity.

For questions, please email ...@bcbsnd.com

This job posting will be closed 3/1/2022 at 8:00AM CST. No further applications will be considered.

**Skills**

**Education**

**Experience**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)