Customer Care Representative I (Norfolk, VA)

Elevance Health•Norfolk, VA

21h•Onsite

About The Position

The Customer Care Representative I is responsible for successfully completing the required basic training and performing basic job functions with assistance from co-workers, specialists, and managers on non-basic issues. This role requires passing an appropriate pre-employment test battery. The position involves responding to internal and external customer inquiries via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Responsibilities include analyzing problems, providing information and solutions, operating a PC/image station to obtain and extract information, and documenting activities and changes in the database. The role also requires developing and maintaining positive customer relations, researching and analyzing data to address operational challenges, and providing customers with requested information. Associates will use computerized systems for tracking, information gathering, and troubleshooting, and may conduct outbound calls. The role demands the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues simultaneously while taking notes and speaking to customers. Proficiency in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment is essential. Strong verbal and written communication skills, attention to detail, critical thinking, problem-solving, empathy, and persistence are required. Comfort and proficiency with digital tools and platforms are also necessary. Associates 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. Other duties may be assigned.

Requirements

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.
Ability to work any 8-hour shift M-F between 8am and 8pm PST, possible weekend OT as needed.
Ability to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement.
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.

Nice To Haves

The majority of each day will be spent on the phone.
Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred.
A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred.
A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred.
A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred.
Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet member’s needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed preferred.
Flexible and quick learner, willing to adapt to changing customer and business needs preferred.

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.
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.
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.
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.