Employer Service Representative

Elevance Health•Atlanta, GA

9d•Hybrid

About The Position

The Employer Service Representative is responsible for providing operational support and expertise, as well as single point of service support (e.g., calls and claims) to key client contacts (HR, Benefit Administrators, client key decision makers, etc.) and Account Management. 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.

Requirements

HS diploma or equivalent.
Minimum of 5 years related claims/customer service experience; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

Associate degree preferred.

Responsibilities

Services client accounts with timely and effective response to client service related concerns and issues.
Keeps operational teams appraised of client changes, culture, benefit intent, etc.
Keeps account appraised of service related trends and issues, handles escalations and provides overall support to key client service related issues and needs.
Talks with clients by phone or in person to ensure the best service possible.
Answers client inquiries regarding health plan or service issues.
Responds to customer issues and investigates and resolves errors.
Coordinates complaint resolution concerning billing or services rendered with appropriate department(s).
Coordinates client service needs with other departments as required to ensure client service and satisfaction.
Regularly travels and attends and participates in on-site client visits as the need arises based on performance guarantees of that group. Client visits can be anywhere from 1 time a week to a couple times a year all depending on importance and the need.
Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimines, 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.
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.