Customer Experience Representative

Job Overview

Customer Experience Representative – Kansas MO – Remote or onsite in Kansas. Position eligible for remote work per Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate.

• Research, resolve, and respond to inquiries via phone, written, and email communication about contract benefits, eligibility, coverage, 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.

• High school diploma or equivalent. Preferred college or continuing education courses in communications and/or medical related fields.
• Two years of navigating multiple computer systems.
• Two years of customer service experience.
• 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.
• Technical skills to effectively use computer programs and troubleshoot simple computer issues.
• Must be comfortable working independently in a structured environment and adhere to a rigid schedule with regular attendance.
• License from Kansas Department of Insurance is not required for general employment; however, employees trained to handle direct enrolled calls will be required to obtain and maintain an active insurance license issued by Kansas.

• Base compensation  Non‑Exempt grade 11 and competitive total rewards package.
• Health, Vision, Dental insurance.
• EPIP incentive pay program.
• 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.

Blue Cross and Blue Shield of Kansas is an equal opportunity employer. All qualified applicants will receive consideration for employment.