Cust Care Rep I (US)

Location: 602 S Jefferson St., Roanoke, VA 24011. This role enables associates to work virtually full‑time, with required in‑person training sessions and a brief on‑site attendance period. Candidates must reside within a reasonable commuting distance from the posting location unless an accommodation is required by law.

Schedule

Training: 8‑week program beginning 10/19/26, required on‑site attendance for the first 2 days. Training hours are 8:30 AM – 5:00 PM EST, Monday‑Friday. Full attendance (100%) is required during training.

After training: Regular schedule is 9:00 AM – 5:30 PM, Monday‑Friday, with occasional overtime or flexibility based on business needs.

How You Will Make An Impact

• Respond to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Analyze problems and provide information/solutions.
• Operate a PC/image station to obtain and extract information; document activities and changes in the database.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Develop and maintain positive customer relations and coordinate with various functions to ensure timely handling of requests.
• Research and analyze data to address operational challenges and customer service issues.
• Provide external and internal customers with requested information.
• Under immediate supervision, receive and place follow‑up telephone calls/e‑mails to answer routine customer questions.
• Use computerized systems for tracking, information gathering, and troubleshooting.
• Conduct outbound calls in the ZipDrug business area.
• Multi‑task by handling calls, texts, facsimiles, and electronic queues while taking notes and speaking to customers.
• Maintain focus during extended periods of sitting and handle multiple tasks in a fast‑paced, high‑pressure environment.
• Demonstrate strong verbal and written communication skills, empathy, persistence, critical thinking, and problem‑solving.
• Utilize digital tools and platforms to enhance productivity and minimize manual effort.
• Perform other duties as assigned.

Minimum Requirements

• High school diploma or equivalent.
• Previous experience in an automated customer service environment, or an equivalent combination of education and experience.
• Ability to pass the appropriate pre‑employment test battery.

Preferred Skills, Capabilities and Experiences

• Computer skills experience.
• Call center experience.

Pay

Salary range for this position in Virginia is $16.88 per hour to $21.10 per hour. Actual compensation may vary based on geographic location, work experience, education, skill level, and market considerations.

Benefits

Elevance Health offers a comprehensive benefits package that may include medical, dental, vision, short‑ and long‑term disability, 401(k) with match, equity stock purchase plan, life insurance, paid holidays, paid time off, incentive and recognition programs, wellness programs, and financial education resources. Eligibility requirements apply.