Customer Care Specialist

Zelis • Morristown, TN

5d • Hybrid

About The Position

At Zelis, we Get Stuff Done. So, let’s get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview Handles more complex customer issues and provides guidance to other representatives. Works independently within established guidelines and contributes to process improvements.

Requirements

• HS Diploma & 1-3 yrs
• Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
• Demonstrates advanced organizational and documentation skills across multiple concurrent projects.
• Communicates effectively with cross-functional teams and stakeholders.
• Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.
• Detail-oriented with strong analytical and problem-solving abilities.
• Works independently with minimal supervision and contributes actively to team success.

Responsibilities

• Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.
• Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.
• Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.
• Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.
• Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.
• Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

Benefits

• 401k plan with employer match
• flexible paid time off
• holidays
• parental leaves
• life and disability insurance
• health benefits including medical, dental, vision, and prescription drug coverage

What This Job Offers

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