Correspondence Phone Support, Intermediate
Blue Shield is embarking on an exciting new collaborative partnership with a fellow health plan. We will play a supporting role in their day-to-day contact center operations by supporting inbound call inquiries from their members and providing a high quality experience. This newly created team of contact center agents will report directly to the Operations Supervisor supporting our partner plan's customer service operations team. This team will be comprised of Blue Shield of California agents who will be trained to support and ensure achievement of performance metrics and meet all expectations while supporting our partner plan. This role will require you to collaborate closely with leadership across another health plan to continue to align their service strategy to customer needs. Our support hours will be Monday through Friday from 11am-7:
30pm.
In this role, you will be required to work full-time in our office located in Redding, CA. This position is not remote or hybrid; it is 100% in-office.
Your Role
Blue Shield is embarking on an exciting new collaborative partnership with a fellow health plan. We will play a supporting role in their day-to-day contact center operations by supporting inbound call inquiries from their members and providing a high quality experience. This newly created team of contact center agents will report directly to the Operations Supervisor supporting our partner plan's customer service operations team. This team will be comprised of Blue Shield of California agents who will be trained to support and ensure achievement of performance metrics and meet all expectations while supporting our partner plan. This role will require you to collaborate closely with leadership across another health plan to continue to align their service strategy to customer needs. Our support hours will be Monday through Friday from 11am-7:
30pm.
Your Work
In this role, you will:
- Handle escalated calls
- Compose routine and non-routine correspondence to answer customer inquiries that require a written response
- Perform inventory reduction, routine to mid-level
- Expedite, research, and resolve complex issues
- Consistently perform established performance metrics including but not limited to:
voice of the customer survey results, quality, and production
Your Knowledge and Experience
- In this role, you will be required to work full-time in our office located in Redding, CA. This position is not remote or hybrid; it is 100% in-office
- Must reside within 50 miles from Redding, CA for this opening
- Requires a High School Diploma or GED, or equivalent
- Requires attending and completing a paid, in-person mandatory training facilitated in our Redding, CA location
- Requires at least 3 years of prior relevant experience
- Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently
Pay Range:
The pay range for this role is:
$ 18.61 to $ 26.05 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
Estimated Salary: $20 to $28 per hour based on qualifications.
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