Customer Care Representative I

Location and Work Hours This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. Alternate locations may be considered if candidates reside within a commuting distance from an office. 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. Hours: Shift hours are 11:30 AM to 8 PM Eastern. Please adjust for your time zone. Training hours may vary. Role Overview The Customer Care Representative I is responsible for successfully completing the required basic training. The position requires performing basic job functions with help from co-workers, specialists, and managers on non-basic issues and passing an appropriate pre-employment test battery. Responsibilities Respond to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Analyze problems and provide information/solutions. Operate a PC/image station to obtain and extract information; document information, activities, and changes in the database. Thoroughly document inquiry outcomes for accurate tracking and analysis. Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Research and analyze data to address operational challenges and customer service issues. Provide external and internal customers with requested information. Under immediate supervision, receive and place follow-up telephone calls/e-mails to answer routine customer questions. Use computerized systems for tracking, information gathering, and troubleshooting. Multi-task by handling calls, texts, facsimiles, and electronic queues while simultaneously taking notes and speaking to customers. Maintain focus during extended periods of sitting and handle multiple tasks in a fast-paced, high-pressure environment; demonstrate strong verbal and written communication skills, attentiveness to detail, critical thinking, problem-solving and empathy; persistently resolve caller issues; efficiently use digital tools and platforms. Work a structured schedule with occasional overtime or flexibility based on business needs, including the possibility of working from the office as necessary. Perform other duties as assigned. Minimum Qualifications High school diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience providing an equivalent background. Preferred Skills and Experience Call center experience strongly preferred. Experience working in a healthcare environment strongly preferred. For URAC accredited areas, strong oral, written, interpersonal communication, problem-solving, facilitation, and analytical skills. Benefits 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. Legal and Compliance 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. All new candidates in certain patient/member-facing roles must be 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. Equal Employment Opportunity 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, and local laws. Applicants who require accommodation to participate in the job application process may contact View email address on click.appcast.io 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. 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