Customer Care Representative II/III

Elevance Health•Columbus, GA

7d•Onsite

About The Position

The Customer Care Representative II/III reviews requests received by mail, telephone, or in person regarding insurance claims and policies. The role is fully proficient in all key areas and performs many complex functions. Representatives respond to policyholders, providers, and others seeking information or assistance, research inquiries, and interpret policy provisions to determine effective responses. The position also conducts outbound calls in the ZipDrug business area. The role is based onsite in Midland, Georgia, and requires residence within a 30–40-minute commute of the office. Onsite training runs Monday through Friday for eight weeks, followed by two additional weeks of onsite nesting. Full attendance throughout training is required. The stated shift window is Monday through Friday, 8 a.m. to 8 p.m.; training hours are Monday through Friday, 8:30 a.m. to 5 p.m. The majority of each day is spent on the phone.

Requirements

CCR II: High school diploma or equivalent and at least 1 year of the company's experience in an automated customer service environment, or an equivalent combination of education and experience.
CCR III: High school diploma or equivalent and at least 3 years of the company's experience in an automated customer service environment, or an equivalent combination of education and experience.
Must reside within a 30–40-minute commute of the Midland, Georgia office.
Must attend all training sessions during the eight-week training period and two-week onsite nesting period.

Nice To Haves

Hard-wired internet access and a quiet, private workspace for working from home.
A passion for serving others, empathy, and a desire to go above and beyond to resolve members' questions at the first point of contact.
Ability to listen and find creative solutions to customer questions, issues, or concerns.
Composure and ability to multitask, navigate multiple computer applications, and work efficiently while serving customers.
Strong work ethic and accountability to teammates and members, including punctuality, availability, follow-through, and completing commitments.
Flexibility and willingness to learn quickly and adapt to changing customer and business needs.
For URAC-accredited areas: strong oral, written, and interpersonal communication, problem-solving, facilitation, and analytical skills.

Responsibilities

Respond to inquiries from policyholders, providers, and others seeking information or assistance.
Research inquiries and interpret policy provisions to determine the most effective response.
Conduct outbound calls in the ZipDrug business area.
Navigate multiple computer applications while communicating with and assisting customers.