Customer Care Representative

Position: Customer Care Representative I
Anticipated End Date:

Position Title:

Customer Care Representative I

Job Description:

Customer Care Representative I

Location:

Virtual;
This role enables associates to work virtually full-tine, with the exception of 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 .

Hours:

Training will last 4-6 weeks and will run Monday through Friday, from 6:00 AM to 2:30 PM PST. After training, your shift will be Monday through Friday, from 8:30 AM and 5:00 PM PST.

The Customer Care Representative 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.

How will you make an impact:

* 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.

* 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 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.

* 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 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.

Minimum Requirements:

* Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and

Qualifications:

* For URAC accredited areas, the following professional competencies apply:
Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

* Familiarity with HIPAA and best practices for protecting member PHI.

For candidates working in person or virtually in the below location(s), the salary
* range for this specific position is $17.50 to $22.25.

Locations:
California, Colorado, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Washington State, and Ohio.

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package,…