Customer Care Specialist

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

Handles more complex customer issues and provides guidance to other representatives. Works independently within established guidelines and contributes to process improvements.

What You'll Do:

* Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.

* Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.

* Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.

* Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.

* Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.

* Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

What You'll Bring to Zelis:

* HS Diploma & 1-3 yrs

* Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.

* Demonstrates advanced organizational and documentation skills across multiple concurrent projects.

* Communicates effectively with cross-functional teams and stakeholders.

* Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.

* Detail-oriented with strong analytical and problem-solving abilities.

* Works independently with minimal supervision and contributes actively to team success.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Base Salary Range

$15.00 - $19.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race,…