Customer Care Representative III

Elevance Health•Norfolk, VA

7d•$21 - $34•Remote

About The Position

Customer Care Representative III 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. Alternate locations may be considered if candidates reside within a commuting distance from an office. 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. Schedule: Monday - Friday; 8:00am - 5:00pm or 9:00am - 6:00pm Central Time zone The Customer Care Rep III is responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Fully proficient in all key areas; performs many complex functions. Responds to inquiries from policyholders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. 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. 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
a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background
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

Expertise in Medical Records & Release of Information preferred
Incumbent is expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills preferred
Natural problem solving and technical skills preferred
Ability to modernize existing processes preferred
Intermediate computer skills including window-based applications (Word, PowerPoint, Excel, & Access) preferred
Effective communication both orally and written preferred

Responsibilities

reviewing requests by mail, telephone, or in person regarding insurance claims/policies
responds to inquiries from policyholders, providers and/or others for information and assistance
performs research to respond to inquiries and interprets policy provisions to determine most effective response
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
Performs other duties as assigned