Blue Cross and Blue Shield of Kansas
Customer Experience Representative
Blue Cross and Blue Shield of Kansas, Wichita, Kansas, United States, 67232
Join to apply for the
Customer Experience Representative
role at
Blue Cross and Blue Shield of Kansas .
The customer experience representative provides a world‑class customer service experience through resolution of complex inquiries from members, employers, and providers.
This position is eligible to work remotely or onsite in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.
Responsibilities
Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication. Inquiries can be regarding contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints.
Resolve customer inquiries and complaints in a timely and accurate manner according to company and regulatory requirements.
Work with peers, other departments, and leadership to find appropriate solutions to problems.
Perform assigned job‑related duties as required, including any special projects.
Skills, Knowledge & Abilities
Effective communication skills to resolve complex inquiries and complaints.
Ability to interact positively with internal and external customers while demonstrating empathy, adaptability, problem‑solving, and listening skills.
Analytical and problem‑solving skills to diagnose problems and recommend effective solutions.
Ability to listen, talk, type, and perform research simultaneously using various research channels.
Time‑management skills to respond to customer inquiries promptly.
Technical skills to effectively use computer programs and troubleshoot simple computer issues.
Comfort working independently in a structured environment.
Adherence to a rigid schedule and regular, predictable attendance.
Licensing
A Kansas Department of Insurance license is not required for general employment, but if an employee is trained to handle direct enrolled calls (excluding service‑only calls), they will be required to obtain and maintain an active insurance license issued by the Kansas Department of Insurance.
Upon completion of training, working knowledge of Blue Cross and Blue Shield of Kansas customer service systems is required.
Detailed knowledge of contracts, benefits, and enrollment regulations is required.
Education & Experience
High school diploma or equivalent (required).
College or continuing education courses in communications and/or medical related fields (preferred).
Two years of navigating multiple computer systems.
Two years of customer service experience.
Physical Requirements
Communicate by telephone 95% of the workday.
Use a personal computer in a stationary position at least 95% of the workday.
Benefits & Perks
Incentive pay program (EPIP)
Health/Vision/Dental insurance
6 weeks paid parental leave for new mothers and fathers
Fertility/Adoption assistance
2 weeks paid caregiver leave
5% 401(k) plan matching
Tuition reimbursement
Health & fitness benefits, discounts and resources
What We Offer Family Comes First: a total reward package that promotes the idea of family first for all employees.
Professional Growth Opportunities: advance your career with ongoing training and development programs.
Dynamic Work Environment: collaborate with a team of passionate and driven individuals.
Trust: work for one of the most trusted companies in Kansas.
Stability: 80 years of commitment, compassion and community.
Equal Employment Opportunity We provide equal employment opportunities
Job Details
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industry: Insurance
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Customer Experience Representative
role at
Blue Cross and Blue Shield of Kansas .
The customer experience representative provides a world‑class customer service experience through resolution of complex inquiries from members, employers, and providers.
This position is eligible to work remotely or onsite in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.
Responsibilities
Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication. Inquiries can be regarding contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints.
Resolve customer inquiries and complaints in a timely and accurate manner according to company and regulatory requirements.
Work with peers, other departments, and leadership to find appropriate solutions to problems.
Perform assigned job‑related duties as required, including any special projects.
Skills, Knowledge & Abilities
Effective communication skills to resolve complex inquiries and complaints.
Ability to interact positively with internal and external customers while demonstrating empathy, adaptability, problem‑solving, and listening skills.
Analytical and problem‑solving skills to diagnose problems and recommend effective solutions.
Ability to listen, talk, type, and perform research simultaneously using various research channels.
Time‑management skills to respond to customer inquiries promptly.
Technical skills to effectively use computer programs and troubleshoot simple computer issues.
Comfort working independently in a structured environment.
Adherence to a rigid schedule and regular, predictable attendance.
Licensing
A Kansas Department of Insurance license is not required for general employment, but if an employee is trained to handle direct enrolled calls (excluding service‑only calls), they will be required to obtain and maintain an active insurance license issued by the Kansas Department of Insurance.
Upon completion of training, working knowledge of Blue Cross and Blue Shield of Kansas customer service systems is required.
Detailed knowledge of contracts, benefits, and enrollment regulations is required.
Education & Experience
High school diploma or equivalent (required).
College or continuing education courses in communications and/or medical related fields (preferred).
Two years of navigating multiple computer systems.
Two years of customer service experience.
Physical Requirements
Communicate by telephone 95% of the workday.
Use a personal computer in a stationary position at least 95% of the workday.
Benefits & Perks
Incentive pay program (EPIP)
Health/Vision/Dental insurance
6 weeks paid parental leave for new mothers and fathers
Fertility/Adoption assistance
2 weeks paid caregiver leave
5% 401(k) plan matching
Tuition reimbursement
Health & fitness benefits, discounts and resources
What We Offer Family Comes First: a total reward package that promotes the idea of family first for all employees.
Professional Growth Opportunities: advance your career with ongoing training and development programs.
Dynamic Work Environment: collaborate with a team of passionate and driven individuals.
Trust: work for one of the most trusted companies in Kansas.
Stability: 80 years of commitment, compassion and community.
Equal Employment Opportunity We provide equal employment opportunities
Job Details
Seniority level: Entry level
Employment type: Full‑time
Job function: Other
Industry: Insurance
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