Customer Care Representative , II, III

Customer Care Representative I, II, III

$500 sign‑on bonus!

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.

The following shifts are available for this position. Training hours will vary and will not occur on the weekends.

• Monday through Thursday 4pm to 2:30am EST
• Monday through Thursday 5pm to 3:30am EST
• Friday/Saturday/Sunday 5pm to 5:30am EST
• Friday/Saturday/Sunday 6pm to 6:30am EST

The Customer Care Rep I is responsible for successfully completing the required basic training. Able to perform basic job functions with help from co‑workers, specialists and managers on non‑basic issues. Must pass the appropriate pre‑employment test battery. The Customer Care Rep 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. The Customer Care Rep III is responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Fully proficient in all key areas; performs many complex functions.

• Level I:
  Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims, under immediate supervision, receives and places follow‑up telephone calls/e‑mails to answer routine customer questions, uses computerized systems for tracking, information gathering and troubleshooting.
• Level II:
  Proficient in all basic customer service functions, receives and places follow‑up telephone calls/e‑mails to answer customer questions, 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.
• Levels I and II:
  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.
• Level III:
  Responds to inquiries from policyholders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
• All Levels:
  Outbound calls are conducted in the Zip Drug 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. Additional expectations include proficiency 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;
  
  attention to detail, critical thinking, and problem‑solving; demonstration of 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…