Customer Care Representative II

Job Description

Job Description

Customer Care Representative II

Las Vegas, NV, 89169

Location: This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

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 an accommodation is granted as required by law.

This position will have on-site training Monday - Friday for the first 10 weeks, onsite post training (Nesting) for additional 4 weeks.

You must have 100% attendance during the full duration of training.

Start Date: 10/12/2026

• Training hours: 8 AM - 5 PM PST, Monday - Friday

• Post Training: 9:30 AM - 6 PM PST, Monday - Friday

The Customer Care Representative II is responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas performs some but not all types of moderately complex function.

​ How you will make an impact:

• 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.

• Proficient in all basic customer service functions.

• Receives and places follow-up telephone calls / e-mails to answer customer questions.

• Outbound calls are conducted in the ZipDrug business area.

• Inquiries may also be on a walk-in basis.

• May require deviation from standard practices and procedures with the assistance of a computerized system.

• Seeks, understands and responds to the needs and expectations of internal and external customers.

• 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.

• 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.

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.

#EHS

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.

For candidates working in person or virtually in the below locations, the salary* range for this specific position is $18.66 to $27.98/hr

Location(s): Nevada

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

* 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. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.