Health Program Representative III

Elevance Health•Denver, CO

5d•Hybrid

About The Position

The Health Program Representative III is responsible for providing initial contact between distinct Care Management programs and specific identified members. Provides technical support to various staff. Understands and applies specific workflow, processes, departmental priorities and guidelines. Resolves complex situations and ensures assigned staff are directed to the appropriate resources. Resolves escalated calls from team members. Under supervision, provides training and mentoring of staff and can role-play expected steps. Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources. 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 and a minimum of 1 year of experience in complex customer service or call center environment; or any combination of education and experience which would provide an equivalent background.
Candidates must reside within commuting distance of Denver, CO and will be required to report to the office for any system issues.
Ability to multi-task, including handling calls, texts, facsimiles, 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.

Nice To Haves

Prior experience mentoring others and providing job specific technical support preferred.

Responsibilities

Provides initial contact between distinct Care Management programs and specific identified members.
Provides technical support to various staff.
Understands and applies specific workflow, processes, departmental priorities and guidelines.
Resolves complex situations and ensures assigned staff are directed to the appropriate resources.
Resolves escalated calls from team members.
Under supervision, provides training and mentoring of staff and can role-play expected steps.
Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources.
Handles calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
Performs other duties as assigned.