Customer Care Representative II

About the role

This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

This position includes an onsite training and nesting period lasting approximately 8–16 weeks. Candidates must have 100% attendance during the full duration of training.

Start date: 10/12/2026

Training hours: 8:30 am – 5 pm EST or 8am–4:30pm EST

Post Training: Ability to work any 8-hour shift M–F between 8 am and 10 pm EST, possible weekend OT as needed

What Elevance Health offers

• A career path with opportunity for growth
• Ability to obtain your Associate's or Bachelor's degree or further your education with tuition reimbursement
• Affordable Health Insurance, Dental, Vision and Basic Life
• 401K match, Paid Time Off, Holiday Pay
• Annual incentive bonus and annual increases plan based on performance

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
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature
• Uses computerized systems for tracking, information gathering and troubleshooting
• Outbound calls are conducted in the ZipDrug business area
• 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
• Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment
• Strong verbal and written communication skills, both with virtual and in-person interactions
• Attentive to details, critical thinker, and a problem-solver
• Demonstrates empathy and persistence to resolve caller issues completely
• Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts
• 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
• Performs other duties as assigned

Minimum requirements

• HS diploma or equivalent
• Previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background

Preferred skills, capabilities, and experiences

• The majority of each day will be spent on the phone
• Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred
• A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred
• A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred
• A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred
• Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet member's needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed preferred
• Flexible and quick learner, willing to adapt to changing customer and business needs preferred

Professional competencies

For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.