Resp & Qualifications
PURPOSE:
The Service Navigator at the CareFirst Community Engagement Center in West Baltimore is responsible for resolving all customer inquiries via phone, walk-ins, email, and in the greater community. These inquiries may pertain to benefits, claim payments, or enrollment support. The specialist is expected to respond professionally, efficiently, and promptly to enhance member and customer satisfaction.
ESSENTIAL RESPONSIBILITIES:
Top-Level Service: Provides exceptional service to members and business partners, always responding in a professional and timely manner to enhance member satisfaction and retention.
Documentation and Interpretation: Documents, research, and interprets internal and external customer needs concerning our products, services, and policies.
Flexibility and Ownership: Demonstrates a willingness to adapt and be flexible to the changing needs of the business while taking ownership to resolve issues effectively.
Community Engagement: Participates in events, meetings, and serves as a host for events at the center, within the community, and virtually that align with CareFirst's mission.
Building Relationships: Builds external community connections and relationships with local community-based organizations that align with CareFirst's corporate goals and mission, thereby elevating the brand and building trust at the community level.
Complex Inquiries: Investigates and resolves sensitive, complex, and/or high-priority customer service inquiries, maintaining an in-depth knowledge of lines of business, claims procedures, membership, accounting, marketing, and regulations related to the health insurance industry.
Resource Navigation: Navigates CareFirst and community resources to address health and social needs, transforming the healthcare experience for our members and communities.
QUALIFICATIONS:
Education Level: Bachelor's Degree. In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
Experience: 3 years related experience
Preferred Qualifications:
- Bi-lingual in Spanish and English
- Experience running programming and schedules for physical centers like stores, gyms, health clinics, etc. Excellent communication and interpersonal skills.
Knowledge, Skills and Abilities (KSAs):
- Strong problem-solving abilities and a proactive approach to resolving issues.
- Ability to work independently and as part of a team.
- Experience in customer service, especially within the healthcare or insurance industry, is preferred.
- Knowledge of CareFirst products, services, and policies is a plus.
- Ability to handle sensitive and complex customer inquiries with professionalism and discretion.
Work Environment
The Service Navigator will work in a dynamic environment that requires adaptability and a focus on providing top-notch service. This role involves direct interaction with members and the community, both in-person and virtually.
Apply now to be a part of CareFirst, where we transform the healthcare experience with and for our members and communities.
Salary Range: $50,400 - $100,100
Salary Range Disclaimer
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).
Department
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on health care programs.
PHYSICAL DEMANDS:
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship.
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