Customer Care Representative II

• Complete required basic training
• Respond to internal and external customer questions by telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
• Analyze problems and provide information and solutions
• Operate a PC/image station to obtain and extract information
• Document information, activities, changes, and inquiry outcomes in the database
• Develop and maintain positive customer relations
• Coordinate with company functions to handle customer requests and questions appropriately and promptly
• Research and analyze data to address operational challenges and customer service issues
• Provide internal and external customers with requested information
• Receive and place routine follow-up telephone calls and emails
• Use computerized systems for tracking, information gathering, and troubleshooting
• Conduct outbound calls in the Zip Drug business area
• Handle calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers
• Perform other duties as assigned

• HS diploma or equivalent
• Previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background
• Must pass the appropriate pre-employment test battery
• Ability to complete required basic training
• Ability to work from the posted location full-time
• Candidates must be within a reasonable commuting distance unless accommodation is granted as required by law
• 100% attendance during the 8–16 week onsite training and nesting period
• Ability to work training hours of 8:30 am–5 pm EST or 8 am–4:30 pm EST
• Ability to work any 8-hour shift Monday–Friday between 8 am and 10 pm EST after training
• Possible weekend overtime availability
• Ability to multitask while handling calls, texts, facsimiles, and electronic queues
• Ability to maintain focus during extended periods of sitting in a fast-paced, high-pressure environment
• Strong verbal and written communication skills
• Attention to detail, critical thinking, and problem-solving skills
• Empathy and persistence in resolving caller issues
• Comfort and proficiency with digital tools and platforms
• Ability to work from the office as necessary
• For URAC accredited areas: strong oral, written and interpersonal communication, problem-solving, facilitation, and analytical skills

Demonstrates strong verbal and written communication skills while effectively managing customer inquiries and operational challenges in a fast-paced environment. Proficient in utilizing digital tools for tracking and information gathering to enhance customer service delivery.

• Customer Service Experience
• Problem-Solving Skills
• Verbal And Written Communication
• Attention To Detail
• Multitasking Ability

• Data Analysis
• Information Extraction
• Database Documentation
• Automated Customer Service
• Operational Research

• Empathy
• Persistence
• Critical Thinking

• High School Diploma Or Equivalent

• Insurance Benefits
• Provider Contracts
• Eligibility
• Claims
• URAC Accreditation

• PC/Image Station
• Computerized Systems