Highmark Health Associate Customer Service Representative - Highmark Health in Wilkes-Barre, Pennsylvania


Job Description

Handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.


  • Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.

  • Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.

  • Meets all production, quality, and adherence standards. Attends all required training classes.

  • Elevates issues to next level of supervision, as appropriate.

  • Maintains accurate records, including timekeeping records.

  • Other duties as assigned or requested.


High School Diploma/GED



  • 1-2 years customer service experience with call center and/or healthcare experience highly preferred.


  • Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.

  • Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.

  • Ability to take direction and to navigate through multiple systems simultaneously.

  • Ability to maintain composure under stressful and fast-paced conditions.

  • Strong written and verbal communication skills

  • Ability to communicate complex information in a simple, customer facing way.


Work Schedule: Must be available between the hours of 8:15 AM - 8:00 PM for a 40 hr. shift. Training is 9 weeks: 8:00 AM-5:00 PM M-F. Option to work from home after 1 year upon successful demonstration of job stability, performance, and in-house measures.

Referral Type: Level 1

This job requires the ability to work as a team member. Additionally, this job requires the willingness and ability to report to work on a regular and timely basis and may require irregular work hours, holidays and/or weekends.


Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity