Customer Care Representative II/III

Shift: Monday - Friday, 8:00 AM - 8:00 PM

Training Hours: Monday - Friday, 8:30 AM - 5:00 PM for the first 8 weeks, followed by 2 weeks of onsite post-training (Nesting). 100% attendance is required during the full duration of training.

Location: Must reside within 30-40 minutes of the Midland, GA office. This role requires full-time onsite work to enable face-to-face collaboration, teamwork, and direct engagement. Alternate locations may be considered if candidates reside within a commuting distance from an office. Candidates not within a reasonable commuting distance will not be considered unless accommodation is required by law.

About the Role

The Customer Care Representative II/III will review requests by mail, telephone, or in person regarding insurance claims and policies. This role is fully proficient in all key areas and performs many complex functions.

Responsibilities

• Responds to inquiries from policyholders, providers, and others for information and assistance.
• Performs research to respond to inquiries and interprets policy provisions to determine the most effective response.
• Conducts outbound calls in the ZipDrug business area.

Requirements

• CCR II: Requires a high school diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
• CCR III: Requires a high school diploma or equivalent and a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Skills

• Ability to work from home with hard-wired internet access and a quiet, private workspace strongly preferred.
• Passion for serving others with empathy and a desire to resolve members' questions at the first point of contact.
• Customer advocacy with a willingness to listen and find creative solutions to address customer concerns.
• Ability to multi-task, navigate multiple computer applications, and work efficiently while communicating with customers.
• Strong work ethic, sense of responsibility, punctuality, and accountability for commitments.
• Flexibility and adaptability to changing customer and business needs.
• For URAC-accredited areas: strong oral, written, and interpersonal communication skills, problem-solving, facilitation, and analytical skills.

Benefits

• Market-competitive total rewards including merit increases, paid holidays, and Paid Time Off.
• Incentive bonus programs (unless covered by a collective bargaining agreement).
• Medical, dental, vision, short- and long-term disability benefits.
• 401(k) with company match and stock purchase plan.
• Life insurance, wellness programs, and financial education resources.

Schedule

Hybrid Workforce Strategy: Associates are required to work at an Elevance Health location at least once per week, with specific requirements discussed during the hiring process.

Additional Information

Elevance Health requires all new candidates in certain patient/member-facing roles to be vaccinated against COVID-19 and Influenza, unless an acceptable explanation is provided. Offers may be rescinded for unvaccinated candidates.