Role Description Based on established guidelines, the Intake Specialist processes a variety of internal and external member/provider requests and transactions. Receives, screens, and enters data in preparation for review. Complies with timeliness standards and reduces unpaid claims and rework by accurately processing requests. May also assist on special projects as needed. This role is designated as Remote Flex – no standard weekly in-person onsite expectations. There may be opportunities to meet on campus up to 2 times per year. What You’ll Do - Process a variety of requests, inquiries and transactions via phone, email, fax, and mail - Review requests to ensure accuracy - Support internal & external customers via phone or email - Document all pertinent information related to the call/inquiry, attach supporting information as applicable and if unable to resolve route to appropriate area for follow up as applicable - Gather and analyze data to provide feedback to Team Leads on employee development needs and/or specific providers requiring education on prior approval or pre-certification process - Screen inquiries to determine if authorization is required - Verify member benefits and eligibility and/or provider setup - Maintain and update Service Requests and research incorrect or missing information - Triage and assign all incoming inquiries in a timely, efficient manner throughout the day to appropriate staff - Provide clinical review outcome notification to members and providers (verbal and written) Qualifications - High school diploma or GED - 3+ years of experience in related field Requirements - Prior call center experience, strongly preferred - Excellent verbal and written communication skills Benefits - Annual Incentive Bonus* based on annual corporate goal achievement and individual performance - 401(k) with employer match - Paid Time Off (PTO) - Competitive health benefits and wellness programs Salary Range $41,600.00 - $66,561.00 Job Alert Fraud We have become aware of scams from individuals, organizations, and internet sites claiming to represent Blue Cross and Blue Shield of North Carolina in recruitment activities in return for disclosing financial information. Our hiring process does not include text-based conversations or interviews and never requires payment or fees from job applicants. All our career opportunities are published on https://bcbsnc.wd5.myworkdayjobs.com/en-US/BCBSNC . If you have already provided your personal information that you suspect is fraudulent activity, please report it to your local authorities. Any fraudulent activity should be reported to: HR.Staffing@BCBSNC.com .

• Build strong relationships with customers through personalized communication • Identify churn risks and proactively support retention • Understand customer needs and provide tailored solutions • Turn challenging customer situations into positive experiences • Collaborate with internal teams to improve customer experience

• Act as the primary point of contact for members across all JumpstartMD clinics, addressing their needs and enhancing their overall experience. • Provide support with billing issues, including payment processing, claims liaison, and troubleshooting insurance-related inquiries. • Gather and analyze feedback from members, address concerns or complaints, and develop solutions to reduce cancellations while improving retention. • Support clinics by managing the inventory and supply chain process. Ensure all clinics are fully stocked with essential products, office supplies, and medical equipment. • Negotiate membership renewals and cancellations, offering personalized solutions to retain members and maintain their loyalty to JumpstartMD. • Analyze member behavior and produce regular reports on retention, cancellations, and overall satisfaction. Present findings to the sales and marketing teams to improve retention strategies. • Work closely with operations and support teams to implement retention-focused initiatives and promote new services or products. • Monitor and reply to member questions and support the needs of our membership through the App – Reply to member questions and inquiries from the survey platform to ensure timely responses and satisfactory problem solving for members.

Role Description The Home-Based Customer Service Specialist plays a key role in delivering a seamless, solutions-focused experience to clients across various industries. You will act as the voice of the company, handling inquiries, resolving service issues, and maintaining high levels of customer satisfaction. This role is ideal for someone with strong communication skills and a passion for delivering exceptional service, all while working from the comfort of your home. Qualifications - Bachelor’s degree in Communications, Business Administration, or a related field (preferred). - 1–2 years of experience in customer-facing roles such as call center, retail, or hospitality. - Strong verbal and written communication skills with a professional customer service tone. - Ability to work overnight/graveyard shifts in Philippine time or within US operating hours. - Experience using phones, email, or live chat to support customers. - Familiarity with customer service tools and CRM platforms. - Strong understanding of service etiquette and professional communication. - Basic problem-solving and troubleshooting abilities. - Awareness of performance metrics such as response time, first-call resolution, and customer satisfaction. - Familiarity with industry-specific tools or platforms is an advantage. Requirements - Clear Communicator: Strong written and verbal English skills to communicate professionally with customers across various channels. - Customer-Focused: Actively listens, shows empathy, and prioritizes customer satisfaction in every interaction. - Solutions-Oriented: Resolves issues efficiently and accurately while maintaining a positive customer experience. - Detail-Oriented: Maintains accurate records of customer interactions and ensures data accuracy in all communications. - Goal-Driven: Meets or exceeds key performance metrics such as response time, first-contact resolution, and customer satisfaction scores. - Collaborative: Works effectively with internal teams to address service needs and support operational excellence. Benefits - Salary Range: PHP 30,000-35,000 - Industry: Environmental Services - Job Type: Full-time - Work Shift: 12:00 PM - 9:00 PM EST (USA) - Workdays: Monday through Friday (USA) - Industry-leading salary packages - Permanent work-from-home setup - Company equipment provided - Internet stipends upon regularization - HMO Coverage - PTO credits and service incentive leaves - Major spring and winter company live events - Monthly employee appreciation virtual events - Company-provided career skills training courses - A company culture focused on your personal and professional growth