Customer Care Representative II

• 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
  

• 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.
  

• 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.
  

• 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.
  

• 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.
  

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact View email address on us.fitly.work for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act