Customer Care Representative II (Grand Prairie, TX)

Elevance Health•Grand Prairie, TX

2d•Onsite

About The Position

The Customer Care Representative II is responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas performs some but not all types of moderately complex function. This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support. 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. This position will have on-site training Monday -Friday for the first 8 weeks, onsite post training (Nesting) for additional 6 weeks and 60 days after Nesting. You must have 100% attendance during the full 8 weeks of training. Training hours: 8am - 5 pm EST. Post Training: Ability to work any 8-hour shift M-F between 8 am and 11 pm EST, possible weekend OT as needed. Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading. Join our Talent Community and stay connected with company news, information, and future job opportunities. Fueled by our bold purpose to improve the health of humanity, we are transforming from a traditional health benefits organization into a lifetime trusted health partner. Our nearly 100,000 associates serve approximately 100M+ people, at every stage of health. We address a full range of needs with an integrated whole health approach, powered by industry-leading capabilities and a digital platform for health.

Requirements

HS diploma or equivalent.
Minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

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

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.
Proficient in all basic customer service functions.
Receives and places follow-up telephone calls / e-mails to answer customer questions.
Outbound calls are conducted in the ZipDrug business are.
Inquiries may also be on a walk-in basis.
May require deviation from standard practices and procedures with the assistance of a computerized system.
Seeks, understands and responds to the needs and expectations of internal and external customers.
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.