Customer Care Representative I

Elevance Health•Denver, CO

2d•$18 - $27•Remote

About The Position

The Customer Care Representative I completes required basic training and performs basic customer care functions with support from coworkers, specialists, and managers for non-basic issues. The role responds to internal and external customer inquiries about insurance benefits, provider contracts, eligibility, and claims; researches issues and provides information or solutions; and accurately documents inquiry outcomes and other activity in company databases. The representative uses computerized systems and digital tools to gather information, track work, troubleshoot, and reduce manual effort. The position also makes routine follow-up calls and emails, including outbound calls in the ZipDrug business area, and coordinates with internal functions to resolve customer requests in a timely manner. This is a primarily virtual role, with required in-person training and possible work from an office as needed. Candidates must reside within reasonable commuting distance of a posting location unless legally required accommodation applies. The structured schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Mountain Time, with occasional overtime or schedule flexibility based on business needs. The work involves handling multiple communication channels and tasks at once in a fast-paced, high-pressure environment, while maintaining focus during extended periods of sitting. The role is under immediate supervision and requires passing the appropriate pre-employment test battery.

Requirements

High school diploma or equivalent, and previous experience in an automated customer service environment; alternatively, 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.
Ability to demonstrate attention to detail, critical thinking, empathy, and persistence in resolving customer issues.
Ability to maintain focus during extended periods of sitting and manage multiple tasks in a fast-paced, high-pressure environment.

Nice To Haves

2–3 years of healthcare experience.
2–3 years of call center experience.
Bilingual ability.

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 and 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 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 internal and external customers.
Under immediate supervision, receive and place 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.
Handle calls, texts, facsimiles, and electronic queues simultaneously 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, and work from the office as necessary.
Perform other duties as assigned.