Customer Care Representative , II

Location

Indianapolis, IN

This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.

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.

This position will have on-site training Monday‑Friday for the first 8 weeks, with post‑training (nesting) for an additional 6 weeks. You must have 100% attendance during the full duration of training.

Start date:

8/31/2026

• Training hours: 8am – 5pm EST
• Post‑Training:
  Ability to work any 8‑hour shift Monday‑Friday between 8am and 11pm EST, with possible weekend overtime as needed.

• Analyze problems and provide information or 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.
• Proficient in all basic customer service functions.
• Receive and place follow‐up telephone calls/emails to answer customer questions.
• Conduct outbound calls as part of the Zip Drug business.
• Handle inquiries that may also occur on a walk‑in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seek, understand, and respond to the needs and expectations of internal and external customers.

• A career path with opportunities for growth.
• Ability to obtain an Associate’s or Bachelor’s degree or further education with tuition reimbursement.
• Affordable Health, Dental, Vision, and Basic Life insurance.
• 401(k) match, Paid Time Off, Holiday Pay.
• Annual incentive bonus and annual increases based on performance.

• High School diploma or equivalent.
• Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience.

• The majority of each day will be spent on the phone.
• Ability to work from home with hard‑wired internet access and a quiet, private workspace is strongly preferred.
• A passion for serving others with empathy and a desire to go above and beyond to help resolve members' questions at the first point of contact.
• A customer advocate willing to listen and find creative solutions to address and resolve customers' questions, issues, or concerns.
• A composed individual able to multi‑task, navigate multiple computer applications, and work efficiently while communicating and serving the customer.
• A strong work ethic and sense of responsibility to teammates and members, demonstrated by simple actions such as punctuality, availability, and accountability for commitments.
• Flexible and quick learner, willing to adapt to changing customer and business needs.

Elevance Health operates under 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 during the hiring process.

The health of our associates and communities is a top priority. We require all new candidates in certain patient/member‑facing roles to be vaccinated against COVID‑19 and Influenza. If you are not vaccinated, your offer will be rescinded unless an acceptable explanation is provided.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for…