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Customer Care Representative I, Call Center
4 months ago
Anticipated End Date:
Position Title:
Customer Care Representative I, Call Center
Job Description:
Customer Care Representative I, Call Center
Locations:
Norfolk VA, St. Louis MO, Mason OH
- This is a hybrid position but onsite training will be required based on your location.
Work schedule will be Monday - Wednesday and Friday from 9:30 am - 7 pm EST and Saturday from 10:00 am - 2 pm EST with Sunday and Thursday OFF.
As a part of the Elevance Health family of companies, CarelonRx leverages the power of new technologies and a strong, clinical-first lens, to deliver member-centered, lasting pharmacy care.
The Customer Care Representative I is responsible for acting as a trusted advisor and educator on inquiries such as coverage for medications and prior authorizations.
How you will make an impact:
- 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 followup telephone calls / emails to answer customer questions that are routine in nature.
- Uses computerized systems for tracking, information gathering and troubleshooting.
- Outbound calls are conducted in the ZipDrug business area.
Minimum Requirements:
- Requires a High School Diploma or equivalent and previous experience or any combination of education and experience which would provide an equivalent background.
Preferred Skills, Capabilities, and Experience:
- A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members' questions at the first point of contact.
- A member advocate willing to listen and find creative solutions to address and resolve members' questions, issues, or concerns.
- A composed individual able to multitask, navigate multiple computer applications and work efficiently while communicating and serving the customer.
- Must have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet members' needs, being accountable for commitments made to members or others, and ensuring followups are completed.
- Flexible and quick learner, willing to adapt to changing member and business needs.
Job Level:
Non-Management Non-Exempt
Workshift:
Job Family:
CUS > Care Reps
Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health.
Who We Are
Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler.
We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.
How We Work
At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates.
They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
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 as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.
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.
