Employment Opportunities

Position Posted On:
Wellmark Blue Cross Blue Shield
1331 Grand Avenue
Des Moines, IA  50309

Job Title:
Customer Service Associate I
Job Type:
Health & Human Services
Full Time
Hours Per Week:
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Position Start Date:
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Pay Rate:
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How To Apply:
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Job Description:
Overview: Provide accurate, prompt, courteous, and professional responses to group members and providers via phone and electronic inquiries. Educate Wellmark members and providers, promote self service tools, instill confidence in our products and services, and serve as the customer advocate on behalf of the company. This CSA Class is scheduled to start on Monday, January 13, 2014. Required Qualifications: High School Diploma or GED 1 to 3 years of experience including the following: • Successful experience with customer interactions, e.g. in a call center or a retail environment • Experience in customer focused role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating and providing solutions to customer needs. • Effective verbal and written communication skills. • Experience in a role where good judgment and problem solving skills as well as the ability to think independently have been demonstrated. • Experience in resolving issues and conflicts in a professional manner while maintaining composure and confidence. • Experience working under aggressive timelines and accuracy/quality requirements • Data entry, math and organizational skills • Previous experience using electronic systems and tools, e.g. Internet, e-mail, MS Office applications, etc. Preferred Qualifications: • Bachelor's Degree in Business, health care administration, or related field • Valid State of Iowa Health Insurance License or ability to obtain within 6 months as business needs require. • Previous experience in a call center environment Accountabilities: 1. Apply customer engagement philosophies and personality based resolution techniques to all interactions. 2. Ensure information about Wellmark’s products and services is clearly communicated by responding accurately, promptly, courteously, and professionally. 3. Develop and maintain positive member relationships with group members and providers by using Wellmark approved methodologies to understand, anticipate, and provide solutions to customer needs. 4. Ensure claim and/or other member records are updated timely and accurately. 5. Identify and utilize appropriate resources to resolve customer inquiries. 6. Develop and maintain a strong knowledge of assigned product lines. 7. Promote and educate on self-service tools appropriately and accurately. 8. Use computer tracking systems for recording, and reporting inquiries, the type of contact, reason for the inquiry, and other tracking codes, which ensures the sharing of the “voice of the customer,” members concerns, and trends to the rest of the company. 9. Promptly follow up on all inquiries and document resolutions. 10. Initiate requests for claims adjustments as technology allows. 11. Other duties as assigned.
Job Qualifications:
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