Behavioral Health Customer Care Representative I

Behavioral Health Customer Care Representative I Location: Virtual. The role allows associates to work virtually full?time, with the exception of required in?person training sessions, providing maximum flexibility and autonomy. Candidates must be within a reasonable commuting distance from the posting location(s) or an accommodation must be granted as required by law. Hours: Monday Friday, an 8?hour shift between 8:00?am and 8:00?pm. The Behavioral Health Customer Care Representative I is responsible for successfully completing the required training in order to perform basic job functions. The main function is answering incoming Behavioral Health and/or Employee Assistance Program calls, as well as making outbound calls to members or providers. How will you make an impact Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Completes intake procedure and determines whether a member needs to be screened for safety. Provides information regarding members Behavioral Health, Employee Assistance Program, and Worklife referrals available to member and dependents. Operates a PC and laptop with dual monitors to obtain and extract information; documents information, activities and changes in the database. Analyzes problems and provides information and solutions. Documents each call/inquiry received either from members, providers, employers and/or others calling in for 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. Processes external and internal information supplied by members or providers in order to process payment for services. 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. Handles multiple tasks in a fast?paced, high?pressure environment, including calls, texts, facsimiles and electronic queues, while simultaneously taking notes and speaking to customers. Exhibits strong verbal and written communication skills, both with virtual and in?person interactions; attentiveness to details, critical thinking, problem solving, empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms. Maintains a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. Performs other duties as assigned. Requires knowledge of company, department, services and products in order to service members and process requests appropriately. Follows company and department policies and procedures to complete and pass monthly audit / call reviews. Completes weekly or monthly assignments and trainings as part of the monthly and yearly review. Minimum Requirements High school 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. Preferred Skills, Capabilities and Qualifications Strong oral, written and interpersonal communication skills, problem?solving skills, facilitation skills, and analytical skills. Ability to show empathy to callers and focus on listening to callers needs. Previous experience with computers typing, learning new systems and using Microsoft products. Ability to follow procedures as outlined in job aids and other forms of communication. Ability to work independently and de?escalate callers as needed. Proficient in using PC and entering data in various systems such as EAP HIP, BH HIP, Genesys Cloud, WGS, Member 360, Microsoft Word, Outlook, Excel and other systems needed to complete requests. 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 elevancehealthjobssupport@elevancehealth.com 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. #J-18808-Ljbffr