Customer Care Representative I (US)

Elevance Health • Indianapolis, IN

9d • Remote

About The Position

The Customer Care Representative I completes required basic training and performs basic job functions with support from coworkers, specialists, and managers for non-basic issues. The role responds to internal and external customer questions about insurance benefits, provider contracts, eligibility, and claims, using telephone and written correspondence. The representative analyzes problems, provides information and solutions, researches operational and customer service issues, and documents inquiry outcomes and database changes accurately.

The position uses computerized systems and digital tools to gather information, track work, troubleshoot, and communicate with customers. It requires multitasking across calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers. The representative works under immediate supervision on routine follow-up inquiries and makes outbound calls in the ZipDrug business area. The role is primarily virtual full-time, with required in-person training and possible office work as needed; candidates must live within reasonable commuting distance of a posting location unless an accommodation is granted. The position follows a structured first-shift schedule, with occasional overtime or flexibility based on business needs.

Requirements

• High school diploma or equivalent, and previous experience in an automated customer service environment; or an equivalent combination of education and experience.
• Pass the appropriate pre-employment test battery.
• Strong oral, written, and interpersonal communication skills.
• Problem-solving skills.
• Facilitation skills.
• Analytical skills.
• Attention to detail, critical thinking, and problem-solving skills.
• Empathy and persistence in resolving caller issues completely.
• Ability to maintain focus during extended periods of sitting and handle multiple tasks in a fast-paced, high-pressure environment.

Responsibilities

• Respond to internal and external customer questions by telephone and written correspondence about insurance benefits, provider contracts, eligibility, and claims.
• Analyze problems and provide information or solutions.
• Use a PC/image station to obtain and extract information and document information, activities, and changes in the database.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Develop and maintain positive customer relations and coordinate across company functions to address requests and questions appropriately and promptly.
• Research and analyze data to address operational challenges and customer service issues.
• Provide requested information to external and internal customers.
• Under immediate supervision, receive and place follow-up telephone calls and emails to answer routine customer questions.
• Use computerized systems for tracking, information gathering, and troubleshooting.
• Conduct outbound calls in the ZipDrug business area.
• Multitask across calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers.
• Communicate effectively verbally and in writing, virtually and in person.
• Use digital tools and platforms to enhance productivity and minimize manual effort.
• Work a structured schedule, with occasional overtime or flexibility based on business needs, including working from the office as necessary.
• Perform other duties as assigned.

Benefits

• Merit increases
• Paid holidays
• Paid Time Off
• Incentive bonus programs (unless covered by a collective bargaining agreement)
• Medical benefits
• Dental benefits
• Vision benefits
• Short- and long-term disability benefits
• 401(k) with match
• Stock purchase plan
• Life insurance
• Wellness programs
• Financial education resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED