Member Services Representative, Sr. jobs in Harrisburg, PA

Member Services Representative, Sr. addresses more complex health plan or HMO member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care. Responsible for receiving, responding to, and directing member phone calls and written requests. Being a Member Services Representative, Sr. provides available information upon request and researches or escalates issues as appropriate. Maintains confidentiality per HIPAA guidelines. Additionally, Member Services Representative, Sr. requires a high school diploma or equivalent. Typically reports to a supervisor or manager. The Member Services Representative, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Member Services Representative, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)

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Member Services Representative
  • Capital Blue Cross
  • Harrisburg, PA FULL_TIME
  • Position Description

    At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.”  The Member / Provider Services Representatives are the front-line team at Capital BlueCross (“CBC”) and are responsible for handling all customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using material and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend a training class in addition to ongoing periodic refresher trainings to service our customers as business needs permit. 

    Responsibilities and Qualifications

    Duties and Responsibilities:

    • Member-Focus:
    • • Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills
    • • Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction
    • • Focus on customer retention through first call resolution of concerns and enhancement of the member experience
    • • Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction
    • • Ensure all customers' needs are completely met, timely, without elevation if possible
    • • If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings
    • Performance standards, business metrics and process improvements:
    • • Large emphasis on quality, productivity, adherence to schedules, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally
    • • Adaptability to use of soft skills and call strategies.
    • • Complete ongoing training to stay abreast of products, services and policy changes
    • • Improve quality of work on a daily basis by learning and employing new skills or adapting previous processes to mirror the fit-for-excellence company culture
    • • Recognize, document, and alert supervisors of trends in customer calls
    • • Conduct self in a manner consistent with the values of the organization

    Skills:

    • Must possess basic reading and arithmetic skills (reading and math comprehension).
    • Must possess above average verbal and written communication skills.
    • Average or above average social and emotional intelligence candidates preferred.
    • Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, etc.
    • Must be able to build and/or retain excellent customer relationships by presenting a positive and cooperative attitude via multi-channel connections with customers
    • Ability to deliver 'delightful' and effective customer service to enhance the member experience and build customer satisfaction and loyalty with both internal and external customers
    • Ability to actively listen paired with the ability to demonstrate empathy for customers
    • Be service and solution oriented by actively looking for ways to help
    • Be patient, stress tolerant and show empathy to customers, both internal and external
    • Must possess a strong attention to detail and an interest in preventing errors
    • Demonstrate critical thinking, problem solving, and decision making abilities
    • Demonstrate effective communication skills both verbal and written
    • Ability to critically observe, analyze, think creatively, research and resolve customer complaints
    • Demonstrate ability to be independent, resourceful, self-sufficient, dependable and professional
    • Demonstrate intrinsic initiative, time management,
    • Ability to effectively de-escalate upset callers with minimal supervisory intervention
    • Demonstrate ability to collaborate with others and work as a member of a team
    • Ability to thrive in a dynamic working environment, multi-task, and adapt quickly
    • Ability to accept feedback, learn, and adapt from guidance to be successful
    • Ability to mentor peer group in best practice standards as well as positively spread continuous changes to processes and the responsive health care environment
    • •Have a strong work ethic, passion for our products and our customers' experiences
    • •Foster an inclusive culture of diversity, working well with others
    • •Must be able to meet quality, productivity, and behavior expectations

    Knowledge:

    • Knowledge of company and products in order to up-sell and speak highly of our products and company

    Experience:

    • 1 year of customer service experience.
    • Ability to mentor peer group in best practice standards as well as positively spread continuous changes to processes and the responsive health care environment
    • Have the capacity to up-sell and speak highly of our products and company
    • Have a strong work ethic, passion for our products and our customers' experiences
    • Foster an inclusive culture of diversity, working well with others
    • Must be able to meet quality, productivity, and behavior expectations
    • Recent telecommuting experience a plus

    Education and Certifications:

    • Must have a High School Diploma or GED
    • College degree or professional certification (Medical Assistant, Certified Professional Coder, Pharmacy Technician) a plus
    • Bi-lingual (Spanish) a plus
    • License to sell (a plus, may be required for advanced positions)

    Work Environment:

    Work Environment:!!• Call Center environment!!• Qualified candidate must be flexible to work any varied shift schedules that may span anywhere between 8:00 a.m. to 8:00 p.m., any day of the week!!• Positions may be based in more than one on-site location: !!TecPort, Harrisburg office location!!Lehigh Valley, Allentown office location!!• Full-time MSR/PSR candidates may be eligible to work at home pending corporate and department eligibility criteria, review, and approval of a work at home request!!• Minimum Internet Service Provider (ISP) speed requirements for work at home:!!Approximately 15Mbps download and 5Mbps upload per person working at the remote site (home). !!Latency (PING) under 150ms!!Satellite internet is typically not sufficient for real-time communication with tools that support voice or video

     

    Physical Demands:

    While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see!!The employee must be able to work over 40 hours per week!!The employee must occasionally lift and/or move up to 5 pounds

    Other:

    • Key Interfaces:
    • Salesforce
    • Facets
    • Bridges
    • Workflow
    • Microsoft Office (Outlook, Word, Excel, PowerPoint)
    • Availity
    • NICE InContact
    • Workbench
    • Prime RxClaims
    • TruCare

    About Us

    We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a diverse and caring team of supportive colleagues, and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career.     And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.
  • 25 Days Ago

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Member Services Representative – REMOTE (MUST RESIDE IN PA, NC OR SC)
  • Vizo Financial Corporate Credit Union
  • Middletown, PA FULL_TIME
  • DescriptionThe Member Services Representative I (MSR) provides a world-class, seamless experience for our credit unions. The MSR supports all aspects of operations by acting as a front line in receivi...
  • 8 Days Ago

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Sr Specialist Training - Remote
  • SAS Retail Services
  • Carlisle, PA FULL_TIME
  • SummarySenior Specialist Training At our Company, we grow People, Brands, and Businesses! We are seeking a dynamic Senior Specialist Training to work closely with the retail/sales leaders, clients and...
  • 18 Days Ago

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Sr. Analyst HRIS Delivery
  • Retail Business Services
  • Carlisle, PA FULL_TIME
  • Address: USA-PA-Carlisle-1149 Harrisburg Pike Store Code: HRIS (5135611) Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, currently providing servic...
  • 5 Days Ago

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Patient Financial Services Representative II - Anesthesia
  • WellSpan Health Services
  • Harrisburg, PA FULL_TIME
  • Schedule Full-time: 40hrs/week Hours: Monday - Friday, 7am - 3:30pm Hybrid work model - Occasional days in the office is required General Summary Assists the Supervisor and/or Manager as required and ...
  • 19 Days Ago

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Assistant Project Manager
  • SR Duffie Consulting, LLC
  • Mechanicsburg, PA FULL_TIME
  • Job Responsibilities: Management of small projects and/or assist in management of medium to large-size construction projects. Assist Project Manager to determine project requirements and develop desig...
  • 23 Days Ago

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0 Member Services Representative, Sr. jobs found in Harrisburg, PA area

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IT Support Team Lead
  • D&H Distributing
  • Harrisburg, PA
  • SUMMARY This position oversees the daily ticket handling in the IT Support team, to ensure a consistent approach in work...
  • 3/28/2024 12:00:00 AM

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Member Service Representative II (PC 264)
  • Members1st
  • Carlisle, PA
  • ** Member Service Representative II (PC 264)** **Job Category****:** Members Services / Sales **Requisition Number****:*...
  • 3/28/2024 12:00:00 AM

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Patient Svcs Representative
  • University of Pittsburgh Medical Center
  • Harrisburg, PA
  • Purpose: A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of ne...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • Stoic Management Group
  • Harrisburg, PA
  • Our company is renowned for top-notch customer service, and it's what separates us from the rest of our competitors. Wha...
  • 3/28/2024 12:00:00 AM

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TSA Customer Service Representative>
  • Staples
  • Harrisburg, PA
  • Staples - JobID: 1525 [Retail Associate / Team Member] As a Customer Service Representative at Staples, you'll: Greet al...
  • 3/28/2024 12:00:00 AM

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Member Services Representative- Evenings and Weekends
  • Crunch Fitness
  • York, PA
  • Crunch Fitness is looking for Membership Sales Representatives to join our growing team. Come change lives through fitne...
  • 3/27/2024 12:00:00 AM

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Member Service Representative II (PC 248)
  • Members1st
  • Hanover, PA
  • ** Member Service Representative II (PC 248)** **Job Category****:** Members Services / Sales **Requisition Number****:*...
  • 3/26/2024 12:00:00 AM

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Member Service Representative II - Float (PC 592)
  • Members1st
  • York, PA
  • ** Member Service Representative II - Float (PC 592)** **Job Category****:** Members Services / Sales **Requisition Numb...
  • 3/24/2024 12:00:00 AM

Harrisburg (/ˈhærɪsbɜːrɡ/ HARR-iss-burg; Pennsylvania German: Harrisbarrig)[citation needed] is the capital city of the Commonwealth of Pennsylvania in the United States, and the county seat of Dauphin County. With a population of 49,192, it is the 15th largest city in the Commonwealth. It lies on the east bank of the Susquehanna River, 107 miles (172 km) west of Philadelphia. Harrisburg is the anchor of the Susquehanna Valley metropolitan area, which had a 2017 estimated population of 571,903, making it the fourth most populous in Pennsylvania and 96th most populous in the United States. Harr...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Member Services Representative, Sr. jobs
$46,144 to $57,739
Harrisburg, Pennsylvania area prices
were up 1.5% from a year ago

Member Services Representative, Sr. in Memphis, TN
The Member Service Representative (MSR) provides a high standard of financial service to existing and potential members, processing transactions and building relationships while promoting the products and services of the credit union.
December 24, 2019
Member Services Representative, Sr. in Manchester, NH
Customer Service Representatives interface with customers via inbound calls and/or the Internet for the purpose of resolving routine problems with products or services, specifically insurance plans.
February 13, 2020
Delivers best service possible to members when they have requests or queries, always looking for ways to improve our service to them.
January 15, 2020
Member Services Representative, Sr. in Killeen, TX
Provides such member services as opening new accounts, ordering checks, ATM maintenance, corrections, etc.
February 23, 2020