Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health. 

Customer Service Representative responsibilities include but are not limited to:

• Respond to customer inquiries via phone, email, or chat, in both English and Spanish
• Ability to master and apply initial training concepts while demonstrating the ability to learn new concepts
• Available as assigned to accept calls in a professional and courteous manner
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow up to ensure the provision of accurate information, service and assistance upon first contact 
• Acquire knowledge of all claims system applications, member services systems and specific policies, processes, procedures, rules and regulations applicable to the clients
• Prepares and forwards appropriate requests to operating areas to accomplish action required resulting from inquiries
• Monitors CSR queue inventory in DASH and Salesforce (HUB specific) and any other system utilized in the department inboxes to ensure completion and follow up action. Obtains required information and makes a callback when necessary to complete actions in inquiries. 
• Meets quality performance standards and works within established time frames
• Acknowledges electronic correspondence and responds either by telephone or letter as required in a professional manner
• Advised leadership when any of the above actions cannot be performed due to system, procedural, or administrative errors that indicate a trend
• Supports the area in the ongoing use of TQM principles in a continuous quality improvement process
• Performs other duties as assigned, within job scope
• The call center is open from 8A - 11P EST, we ask for flexibility with these hours as business needs dictate 
• Ability to work from home, which includes Wi-Fi capability (minimum 400 MBPS) and a quiet, confidential workspace
• Ability to work holidays 

At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential.  We put these principles into action every day by acting with integrity and respect.  Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.

At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations.  For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.