Behavioral Health Customer Care Representative

Behavioral Health Customer Care Representative I

Join to apply for the Behavioral Health Customer Care Representative I role at Care Bridge

Location:

Virtual, this role enables associates to work virtually full-time, 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:

Monday – Friday, an 8‑hour shift between 8 am and 8 pm.

• Respond to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Complete intake procedures and determine whether a member needs safety screening.
• Provide information about members’ Behavioral Health, Employee Assistance Program, and Worklife referrals available to members and dependents.
• Operate a PC and laptop with dual monitors to obtain and extract information; document information, activities and changes in the database.
• Analyze problems and provide information and solutions.
• Document each call/inquiry received from members, providers, employers or others for 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.
• Process external and internal information provided by members or providers to process payment for services.
• Under immediate supervision, receive and place follow‑up telephone calls or e‑mails to answer routine customer questions.
• Use computerized systems for tracking, information gathering and troubleshooting.
• Handle calls, texts, facsimiles and electronic queues while simultaneously taking notes and speaking to customers.
• Maintain focus during extended periods of sitting and handle multiple tasks in a fast‑paced, high‑pressure environment; possess strong verbal and written communication skills, empathy, persistence and digital tool proficiency.
• Work schedule with occasional overtime or flexibility based on business needs, including ability to work from the office when required.
• Perform other duties as assigned.
• Show knowledge of company, department, services and products to service members and process requests to assure services are rendered and handled appropriately.
• Follow company and department policies and procedures to complete and pass monthly audit/call reviews.
• Complete weekly or monthly assignments and trainings as part of the monthly and yearly review.

• High school diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience providing an equivalent background.

• Strong oral, written, and interpersonal communication skills, problem‑solving, facilitation and analytical skills.
• Demonstrate empathy to callers and focus on listening to callers’ needs.
• Experience using computers for typing, learning new systems, and proficiency with Microsoft products.
• Follow all procedures as outlined in job aids and other forms of communication.
• Work independently and de‑escalate callers as needed.
• Use PC and enter data using programs such as EAP HIP, BH HIP, Genesys Cloud, WGS, Member 360, Microsoft Word, Outlook, Excel and other necessary systems.

Entry level

Full‑time

Health Care Provider
Industry: Hospitals and Health Care

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.

Applicants who require accommodation to participate in the job application process may contact elevancehealthj for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.