Customer Care Representative II/III

Elevance Health • Columbus, GA

6d • Onsite

About The Position

The Customer Care Representative II/III reviews requests received by mail, telephone, or in person concerning insurance claims and policies. The role is fully proficient in all key areas and performs complex functions. Representatives respond to policyholders, providers, and others seeking information or assistance, research inquiries, and interpret policy provisions to determine the most effective response. Outbound calls are conducted in the ZipDrug business area.

The role is based onsite in Midland, Georgia, and requires associates to work from the posted location full-time. Candidates must live within 30–40 minutes of the office. Training is onsite Monday through Friday, 8:30 a.m.–5:00 p.m., for eight weeks, followed by two additional weeks of onsite nesting. Full attendance is required throughout training. The stated work shift is Monday through Friday, 8:00 a.m.–8:00 p.m.

The position is non-management and non-exempt. Elevance Health describes its total rewards as including merit increases, paid holidays, paid time off, incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short- and long-term disability benefits, a 401(k) with match, a stock purchase plan, life insurance, wellness programs, and financial education resources.

Requirements

• Customer Care Representative 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.
• Customer Care Representative 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 30–40 minutes of the Midland, Georgia office.
• Must have 100% attendance during the full 8-week training period and the 2-week onsite nesting period.
• Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills are expected in URAC-accredited areas.

Nice To Haves

• Ability to work from home with hard-wired internet access and a quiet, private workspace.
• Empathy, a passion for serving others, and a desire to resolve members’ questions at first contact.
• Ability to listen and find creative solutions to customers’ questions, issues, or concerns.
• Ability to multitask, navigate multiple computer applications, and work efficiently while assisting customers.
• Strong work ethic and accountability to teammates and members, including punctuality, availability, and completing follow-ups.
• Flexibility and ability to learn quickly and adapt to changing customer and business needs.

Responsibilities

• Respond to inquiries from policyholders, providers, and others seeking information and 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.
• Follow through on commitments and ensure customer follow-ups are completed.

Benefits

• Merit increases
• Paid holidays
• Paid time off
• Incentive bonus programs (unless covered by a collective bargaining agreement)
• Medical benefits
• Dental benefits
• Vision benefits
• Short- and long-term disability benefits
• 401(k) with match
• Stock purchase plan
• Life insurance
• Wellness programs
• Financial education resources

What This Job Offers

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