Customer Care Representative I

Elevance Health•Seven Fields, PA

3d•Hybrid

About The Position

The Customer Care Representative I role is a virtual position with occasional in-person training sessions, offering flexibility and autonomy. Candidates must reside within a commutable distance to Seven Fields, PA. The role involves responding to customer inquiries regarding insurance benefits, provider contracts, eligibility, and claims, analyzing problems, and providing solutions. Responsibilities include operating a PC, documenting information, maintaining customer relations, and researching data to resolve issues. Associates will handle multiple communication channels simultaneously, requiring multitasking, strong communication, critical thinking, empathy, and proficiency with digital tools. The role may require occasional overtime and flexibility to work from the office. This is a Non-Management Non-Exempt position.

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.
Must pass the appropriate pre-employment test battery.
Candidates must reside within a commutable distance to Seven Fields, PA.

Nice To Haves

Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

Responsibilities

Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
Analyzes problems and provides information/solutions.
Operates a PC/image station 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.
Provides 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.
Multi-tasks, including handling calls, texts, facsimines, and electronic queues, while simultaneously taking notes and speaking to customers.
Maintains focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
Performs other duties as assigned.