Customer Care Representative I

About the role

This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.

Responsibilities

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Uses computerized systems for tracking, information gathering and troubleshooting.
• Performs other duties as assigned.

Requirements

• Must pass the appropriate pre-employment test battery.
• Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues.
• Must be able to work in a fast-paced, high-pressure environment and maintain focus during extended periods of sitting.
• Must be attentive to details, a critical thinker, and a problem-solver.
• Must demonstrate empathy and persistence to resolve caller issues completely.
• Must be comfortable and proficient with digital tools and platforms to enhance productivity and minimize manual efforts.

Qualifications

Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Skills

• Call center experience strongly preferred.
• Experience working in a healthcare or mental health environment strongly preferred.
• Strong computer proficiency with the ability to quickly learn and navigate new systems and applications.
• Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Pay

The salary for this specific position is $19.50. The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting.

Schedule

Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.