Access Mental Health Customer Care Rep III

Elevance Health•Rocky Hill, CT

12d•Hybrid

About The Position

The Access Mental Health Customer Care Rep III is responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. Must pass the appropriate pre-employment test battery. This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office. 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.

Requirements

Requires a HS diploma or equivalent and a minimum of 3 years of the company's 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, and analytical skills.
Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; Attentive to details, critical thinker, and a problem-solver; Demonstrates empathy and persistence to resolve caller issues completely; Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.

Nice To Haves

Bachelor's Degree in a Health Care related field
Customer Service Experience
Call Center Experience

Responsibilities

Responds to inquiries from policyholders, providers and/or others for information and assistance.
Coordinating provider schedules and face-to-face consultations
Maintaining program documentation and records, ensuring completion and collection of encounter forms and assessments
Supporting operational workflows associated with consultation services.
Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
Outbound calls are conducted in the ZipDrug business area.
Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Associates in this role will have 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.