Customer Care Representative I (US)

Elevance Health • Indianapolis, IN

8d • Remote

About The Position

The Customer Care Representative I completes required basic training and performs basic customer care functions, seeking help 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; analyzes problems; and provides information and solutions. It operates computerized systems to gather and document information, tracks inquiry outcomes, and researches data to address operational and customer-service challenges. The representative builds positive customer relationships and coordinates with company functions to resolve requests promptly. Under immediate supervision, the representative handles routine follow-up calls and emails, including outbound calls in the ZipDrug business area, and multitasks across calls, texts, facsimiles, and electronic queues.

This is a primarily virtual role that permits full-time virtual work except for required in-person training. Candidates must be within reasonable commuting distance of an office unless a legally required accommodation applies; office work may be necessary. The position involves a structured first-shift schedule, with occasional overtime or flexibility based on business needs. The representative must pass the appropriate pre-employment test battery.

Requirements

• High school diploma or equivalent, plus previous experience in an automated customer service environment; or an equivalent combination of education and experience.
• Must pass the appropriate pre-employment test battery.
• Ability to maintain focus during extended periods of sitting and handle multiple tasks in a fast-paced, high-pressure environment.
• Effective verbal and written communication, both virtually and in person.
• Attention to detail, critical thinking, and problem-solving skills.
• Empathy and persistence in resolving caller issues completely.

Nice To Haves

• Strong oral, written, and interpersonal communication skills.
• Problem-solving skills.
• Facilitation skills.
• Analytical skills.

Responsibilities

• Respond to internal and external customer questions by telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Analyze customer problems and provide information and solutions.
• Use a PC and image station to obtain and extract information, and document information, activities, and changes in databases.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Develop and maintain positive customer relations and coordinate with company functions to handle customer 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, make and receive routine follow-up telephone calls and emails to answer 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.
• 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 matching
• 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