Care Concierge

Zelis • US TX Remote, MO

2d • Hybrid

About The Position

This role handles moderately complex client inquiries and provides advanced client assistance. The Representative II, Client Services acts as a trusted resource for clients, ensuring timely resolution of issues while maintaining strong communication with internal teams. This position requires the ability to manage multiple priorities and provide proactive support to enhance client satisfaction. 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.

Requirements

• HS Diploma & 1-3 yrs healthcare experience
• Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.
• Excellent written and verbal communication skills.
• Excellent problem-solving and conflict resolution skills.
• Ability to work independently and as part of a team.
• Empathy and patience when dealing with clients.
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software.

Responsibilities

• Respond to client inquiries via phone, email, and virtual meetings with professionalism and accuracy.
• Provide detailed guidance on products, services, and policies, requiring in-depth knowledge of Zelis offerings.
• Investigate and resolve client issues that require coordination across multiple departments.
• Escalate unresolved or complex issues to higher-level support when necessary, ensuring proper documentation.
• Maintain accurate records of client interactions and resolutions in CRM systems.
• Identify recurring issues and suggest process improvements to reduce future occurrences.
• Assist in onboarding new clients by providing training and support on systems and tools.
• Collaborate with internal teams to ensure seamless client experience and timely delivery of solutions.
• Participate in team meetings and contribute ideas for improving client service strategies.

What This Job Offers

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