SCA Cust Care Rep I (US)

Elevance Health•Syracuse, NY

3d•Remote

About The Position

SCA Customer Care Rep I Location: This role enables associates to work virtually full-time, except for 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 accommodation is granted as required by law. Wellpoint Federal, a subsidiary of Elevance Health, brings deep industry expertise and healthcare service capabilities to support federal programs. The organization delivers solutions across claims administration, data, and care delivery to help address complex challenges and improve health outcomes for federal populations. The SCA Customer Care Rep I is responsible for handling or responding to customer service issues.

Requirements

Requires a High School diploma or equivalent with experience in an automated customer service environment preferred; or any combination of education and experience which would provide an equivalent background.
This position is part of our Wellpoint Federal division which, per CMS TDL 190275, requires foreign national applicants meet the residency requirement of living in the United States at least three of the past five years.
Strong Computer Skills

Nice To Haves

Knowledge of services and contracts preferred (but not required).
Medicare/Healthcare knowledge is preferred but not required.
Call center experience is strongly preferred.

Responsibilities

Responds to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility and claims.
Analyzes issues and provides information and/or solutions.
Obtains and extracts information from computer system.
Documents information, activities and changes in the database.
Thoroughly documents inquiry outcomes for accurate tracking and analysis.
Develops and maintains relationships throughout organization and coordinates with various functions to ensure requests and questions are handled appropriately and in a timely manner.
Researches and analyzes data to address operational challenges and service issues.
Provides external and internal customers with requested information.
Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer questions that are routine in nature.
Uses computerized systems for tracking, information gathering, and troubleshooting.
Understands and responds to the needs and expectations of internal and external customers.
Meets department goals.