After Hours Customer Care Representative I
About The Position
After hours Customer Care Representative I 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: You will be required to participate in a 4-week long training from 9 AM - 5:30 PM EST with 100% attendance requirement. After completion of training you will be assigned one of the following schedules: Monday/Tuesday 6 pm - 4:30 am and Friday/Saturday 9:30 pm - 7 am EST Wednesday - Friday, 5 PM - 1:30 AM EST; Saturday - Sunday, 10:30 AM - 7 PM EST The After hours Customer Care Representative I is responsible for successfully completing the required training in order to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. The main function will be answering incoming Behavioral Health and/or Employee Assistance Program calls. 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. Analyze problems provide with information and solutions. Operates a computer 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. Process external and internal customers with requested information. 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.
Requirements
- Requires a HS 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.
Nice To Haves
- Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
- Due to the nature of the Behavioral Health Resource Center and Employee Assistance Program, candidates must display the ability to show empathy to callers and able to focus on listening to the callers' needs.
- Previous experience with use of computers as it pertains to typing, learning new systems and ability to use some Microsoft products.
- Candidate must be able to follow all procedures as outlined in job aids and other forms of communication.
- Ability to work independently and are able to de-escalate callers as needed.
Responsibilities
- Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
- Analyze problems provide with information and solutions.
- Operates a computer 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.
- Process external and internal customers with requested information.
- 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.
Benefits
- Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
