Customer Care Representative II (Grand Prairie, TX)

Grand Prairie, TX Customer Care Representative II Location: This role requires associates to work full‑time from the posted locations, enabling consistent face‑to‑face collaboration, teamwork, and direct engagement. Training: Monday–Friday for the first 8 weeks onsite, followed by 6 weeks of nesting and 60 days post‑nesting. Attendance must be 100% during training. Training hours: 8 am–5 pm EST. Post‑training shift flexibility from 8 am–11 pm EST; weekend overtime may be required. Start date: 8/31/2026 Responsibilities Respond to customer questions via telephone and written correspondence about insurance benefits, provider contracts, eligibility, and claims. Analyze problems and provide information or solutions. Operate a PC/image station to obtain and extract information. Document inquiries, outcomes, and changes in the database for accurate tracking. Develop and maintain positive customer relations and coordinate with various functions to ensure timely handling of requests. Research and analyze data to address operational challenges and customer service issues. Handle inbound and outbound calls, emails, texts, facsimiles, and electronic queues simultaneously while taking notes. Maintain focus during extended periods of sitting and handle multiple tasks in a fast‑paced, high‑pressure environment. Communicate effectively both verbally and in writing across virtual and in‑person interactions. Apply empathy, critical thinking, and problem‑solving skills to resolve caller issues completely. Use digital tools and platforms to enhance productivity and minimize manual effort. Perform other duties as assigned. Minimum Requirements High school diploma or equivalent. Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience. Preferred Skills, Capabilities and Experiences Ability to work from home with hard‑wired internet access and a quiet, private workspace. Passion for serving others with empathy and a willingness to resolve member questions at the first point of contact. Strong communication skills and ability to listen and find creative solutions. Composed, efficient multitasker navigating multiple computer applications. Strong work ethic, reliability, accountability, and a willingness to adapt to changing customer and business needs. Analytical, facilitation, and problem‑solving skills, especially for URAC accredited areas. Equal Employment Opportunity Employer. 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 protected by applicable federal, state, or local laws. Applicants requiring accommodations for the job application process may contact View email address on click.appcast.io. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration. #J-18808-Ljbffr Elevance Health