[Hiring] After Hours Customer Care Representative I @Elevance Health

Role Description

The After hours Customer Care Representative I is responsible for successfully completing the required training in order to perform basic job functions with help from co-workers, specialists, and managers on non-basic issues. The main function will be answering incoming Behavioral Health and/or Employee Assistance Program calls.

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• Analyzes problems and provides information and solutions.
• Operates a computer to obtain and extract information; documents information, activities, and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Processes external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls/e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering, and troubleshooting.

Qualifications

• Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Requirements

• Associates in this role are expected to have strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Must display the ability to show empathy to callers and focus on listening to the callers' needs.
• Previous experience with the use of computers as it pertains to typing, learning new systems, and ability to use some Microsoft products.
• Must be able to follow all procedures as outlined in job aids and other forms of communication.
• Ability to work independently and de-escalate callers as needed.

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution (all benefits are subject to eligibility requirements)