Anthem, Inc. Customer Care Representative I - Multi in Louisville, Kentucky
SHIFT: Day Job
Your Talent. Our Vision. At Meridian Resource Company, a diversified health care cost containment firm and a wholly owned subsidiary of Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve.
Meridian Resource Co., a wholly owned subsidiary of Anthem Inc., are your Subrogation Experts. We specialize in recovery for health plans when claims are paid as the result of an accident or injury where another party is liable.
Become the ultimate consumer advocate. Share your expertise and help maximize the value of the tools and resources we provide. Customer care associates focus on becoming the ultimate consumer advocate. Share your expertise and help maximize the value of the tools and resources we provide. We're improving the consumer experience. Join us as we create a simpler, more affordable, more accessible healthcare system.
The Subrogation Call Center - Customer Care Representative will effectively support the successful execution and application of all subrogation programs, policies, processes and procedures.
Hours: 10:30am-7:00pm CST, Monday-Friday
Manages a high volume of inbound calls in a timely manner.
Provides exceptional service to members, providers, group administrators and attorneys who are providing information on, or seeking information about subrogation files.
Identifies, reviews, sets up or closes health insurance subrogation claims via phone, fax, email or mail. For open cases, collects, records and verifies member information, pertinent accident details, attorney information and third party liability information. Records detailed and accurate file notes obtained from calls or written correspondence.
Demonstrate empathy, exceptional written and verbal communication skills, and the ability to properly tailor assistance to a consumer's level of experience and knowledge.
Show initiative and resourcefulness in solving problems and meeting customer needs
Take ownership and resolve issues with care and concern.
Act as an advocate for consumers by providing support and guidance of their anticipated needs, personal options and decisions.
Educates members about the company, available resources and their responsibilities.
Complies with HIPAA regulations as well as Anthem’s HIPAA and Compliance and Information Security policies and procedures, including required training and incident reporting.
Complies with all State and Federal TCPA regulations, included required training.
Maintains department productivity and quality standards.
Provides feedback to management on trends or developments.
Follows client specific procedures and guidelines.
Performs related duties as assigned my manager.
Work with members of staff on identifying process improvements.
Communicates and collaborates with team members to ensure the appropriate and timely handling of files in other states.
Develop relationships with other business units and service partners whose assistance, cooperation and support may be needed.
Demonstrated ability to listen skillfully, collect relevant information, build rapport, direct the call and respond to customers in a compassionate manner.
Excellent communication skills both oral and written.
Excellent customer service skills.
Detail-oriented with strong organizational skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently.
Demonstrated ability to manage relationships with both internal and external customers.
Demonstrated ability to work independently and within a collaborative team oriented environment using sound judgment in decision-making.
Demonstrated proficiency with Microsoft Office products (Outlook, Excel, PowerPoint, and Word) and claims related software programs preferred.
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
6 months to 1 year of experience in a related environment (i.e. office, administrative, clerical, call center, customer service, etc.) using phones and computers as the primary job tools.
Requires HS diploma or equivalent.
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.
Proficient conflict management skills to resolve issues in a stressful situation
Prior health care experience.
Demonstrated knowledge of subrogation and medical claims.
Experience with Medicare/Medicaid claims.
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.