Customer Care Field Relations Specialist I/II- 11788 Jobs in Binghamton, NY at Excellus BCBS

Title: Customer Care Field Relations Specialist I/II- 11788

Company: Excellus BCBS

Location: Binghamton, NY

Summary: The Customer Care Field Relations Specialist delivers in-person support for customers, providers, representatives, and leadership on-site at business and partnership locations while acting as an external business liaison and developing relationships with key partner groups to drive new business.

Due to the nature of this role, incumbents must be vaccinated for Covid-19.

Level IEssential Responsibilities/Accountabilities:

Provides in-person support for customers, representatives, and leadership on-site at multiple business and partnership locations.

Establishes relationships and partnerships with key partner groups, including senior organizations, community centers, residences, associations, support groups and others to drive new business.

Attends meetings and/or trainings as a representative of Customer Care and shares the information learned with the team.

Responds to requests for assistance to provide on- and off-site support regarding new and existing business needs.

Serves as business liaison to cross-functional support areas (sales, marketing, retention, etc.).

Has strong knowledge and background on multiple lines of business and handling complex/escalated customer issues to provide proactive education to internal and external customers and business partners.

Understands performance and proactively identifies issues and trends affecting the Health Plan or customer satisfaction with ability to provide suggested action plans for improvement.

Promotes customer satisfaction in all activities and functions including effectively handling members and providers who require the next level of assistance.

Ensures problems are resolved with accuracy, efficiency and a high level of customer and provider satisfaction while maintaining the required departmental performance/quality standards.

Serves as a high-quality, clear, and concise communicator of product options to drive consumer understanding and confidence while initiating sales opportunities to increase membership.

Researches, interprets and responds to inquiries via all member/provider channels, concerning our products, services and policies in accordance with MTM, Corporate Service strategy, NCQA, NYSDOH, OLAs and other legislative/contractual requirements.

Demonstrates commitment to continuous improvement through sharing of best practices across the entire organization.

Accountability with strong business, planning, accuracy, and time management skills to self-manage and prioritize while performing multiple tasks and responsibilities.

If issued a company cell phone, responsible for being readily available to assist members, providers, billing representatives, leadership, etc. at any location while traveling.

Creates & presents internal/external reports with ability to identify internal/external staff training needs.

Executes on departmental and organizational initiatives.

Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.

Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

Regular and reliable attendance is expected and required.

Performs other functions as assigned by management.

Level II

In addition to Level I responsibilities:

Qualifies prospects onsite per Centers for Medicare & Medicaid Services (CMS) Regulations and closes sale wherever possible and as appropriate.


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About Excellus BCBS