Customer Care Representative , II, III

Overview

Anticipated End Date:

Position Title: Customer Care Representative I, II, III

Job Description: 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.

• Friday, Saturday, Sunday 10am to 1030pm Eastern
• Friday, Saturday, Sunday 6am to 630pm Eastern
• Friday, Saturday, Sunday, Monday 10am to 830pm Eastern
• Friday, Saturday, Sunday 5pm to 530am Eastern
• Friday, Saturday, Sunday 6pm to 630am Eastern

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.

How you will make an impact:

• 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 customer questions that are routine in nature. Uses computerized systems for tracking, information gathering and troubleshooting.
• Level 2:
  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 1 and 2:
  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 3:
  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 to include but not limited to:
  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…