Customer Care Representative

Anticipated End Date:

Position Title:

Customer Care Representative I (US)

Job Description:

Customer Care Representative I (US) Virtual:
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. Alternate locations may be considered if candidates reside within a commuting distance from an office. 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.

The Customer Care Representative I (US) will be responsible for successfully completing the required basic training and performing basic job functions with help from co-workers, specialists and managers on non-basic issues. Must pass the appropriate pre-employment test battery.

• 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.
• Conducts outbound calls in the Zip Drug business area.
• Multi-tasks across calls, texts, facsimiles, and electronic queues while simultaneously taking notes and speaking to customers.
• Maintains focus during extended periods of sitting and handles multiple tasks in a fast-paced, high-pressure environment.
• Communicates effectively verbally and in writing, both virtually and in person.
• Demonstrates attention to detail, critical thinking, and problem-solving skills.
• Demonstrates empathy and persistence to resolve caller issues completely.
• Uses digital tools and platforms to enhance productivity and minimize manual efforts.
• Works a structured schedule with occasional overtime or flexibility based on business needs, including working from the office as necessary.
• Performs other duties as assigned.

• 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.

• Strong oral, written and interpersonal communication skills.
• Problem-solving skills.
• Facilitation skills.
• Analytical skills.

Non-Management Non-Exempt

1st Shift (United States of America)

CUS >
Care Reps

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune…