Customer Care Representative II (Part time)

Elevance Health • Ashburn, NC

4d • $19 - $26 • Remote

About The Position

Customer Care Representative II (Part Time) Location: Virtual, this role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Please note that per our policy on hybrid/virtual work, 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. Hours: Training will last approximately 5 weeks, Monday - Friday either 9:30 am - 6 pm EST or 10:00 am - 6:30 pm EST . After training, your assigned shift will be Monday through Friday, from 2:00 pm - 6:00 pm EST. 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. How will you make an impact: 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. Additional expectations to include but not limited to: 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.

Requirements

• Requires a HS diploma or equivalent and a 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.
• 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

Nice To Haves

• Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Proficiency in typing with speed and accuracy is preferred.
• Experience working in Behavioral Health or with Employee Assistance Programs (EAP) is preferred.
• Experience in a high‑volume, fast‑paced inbound call center environment is preferred.
• Experience working within Managed Care is preferred.

Responsibilities

• Responding to 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.
• Receives and places follow-up telephone calls / e-mails to answer customer questions.
• Seeks, understands and responds to the needs and expectations of internal and external customers.
• Performs other duties as assigned.

Benefits

• In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED