Customer Care Rep II - Manila at Elevance Health

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, HealthcareIndustries

Requirements

HS diploma or equivalent
1-3 years of the company's experience in an automated customer service environment, or any combination of education and experience providing an equivalent background
Strong oral, written, and interpersonal communication skills (for URAC accredited areas)
Problem-solving skills (for URAC accredited areas)
Facilitation skills (for URAC accredited areas)
Analytical skills (for URAC accredited areas)
Ability to successfully perform all duties of Customer Care Rep I
Proficient in all basic customer service areas and functions

Responsibilities

Respond to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
Analyze problems and provide information/solutions
Operate a PC/image station to obtain and extract information; document information, activities, and changes in the database
Thoroughly document inquiry outcomes for accurate tracking and analysis
Develop and maintain positive customer relations
Coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
Research and analyze data to address operational challenges and customer service issues
Provide external and internal customers with requested information
Receive and place follow-up telephone calls/e-mails to answer customer questions (inquiries may also be on a walk-in basis)
Meet department goals and expectations
Seek, understand, and respond to the needs and expectations of internal and external customers
Perform some but not all types of moderately complex functions, which may require deviation from standard practices and procedures with the assistance of a computerized system

Skills

Key technologies and capabilities for this role

Customer ServiceTelephone SupportWritten CorrespondenceInsurance BenefitsClaims ProcessingProvider ContractsEligibility VerificationProblem SolvingData AnalysisPC OperationDatabase DocumentationCommunication SkillsAnalytical Skills

Questions & Answers

Common questions about this position

What experience is required for the Customer Care Rep II position?

Requires a HS diploma or equivalent and 1-3 years of the company's experience in an automated customer service environment, or any combination of education and experience providing an equivalent background. Must be able to successfully perform all duties of Customer Care Rep I.

What key skills are needed for this role?

Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills are expected, especially in URAC accredited areas.

Is this position remote or office-based?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Customer Care Rep II position?

Candidates with 1-3 years of experience in an automated customer service environment, proficiency in basic customer service functions, strong communication and problem-solving skills, and the ability to handle moderately complex inquiries stand out.

Elevance Health

Integrated health services and digital platform

About Elevance Health

Elevance Health focuses on enhancing the health of individuals throughout their lives by evolving from a traditional health benefits organization into a comprehensive health partner. The company serves over 118 million people, providing support at every stage of health through an integrated approach that addresses a wide range of health needs. Their services are backed by advanced capabilities and a digital health platform that streamlines access to care. Unlike many competitors, Elevance Health emphasizes a holistic view of health, aiming to redefine health and improve community well-being. The ultimate goal is to make health improvements accessible to everyone.

Indianapolis, IndianaHeadquarters

1944Year Founded

$309.4MTotal Funding

IPOCompany Stage

Enterprise Software, Social Impact, HealthcareIndustries

10,001+Employees

Benefits

Medical, dental, & vision insurance

401(k) + match

Paid holidays

Paid Time Off

Incentive bonus programs

Stock purchase plan

Life insurance

Wellness Programs

Financial education resources

Adoption & Surrogacy Assistance

Dependent-care Flexible Spending Account (DCFSA)

Parental Leave

Parental Transition Week

Critical Caregiving Leave

Risks

Departure of CFO John Gallina may create a gap in financial leadership.

Lawsuit against CMS over MA Star Ratings could lead to financial penalties.

CareBridge integration may face operational challenges, disrupting service delivery.

Differentiation

Elevance Health integrates whole health approach with digital health platform for comprehensive care.

Acquisition of CareBridge enhances home health services within Carelon division.

Strategic partnership with Clayton, Dubilier & Rice aims to innovate primary care delivery.

Upsides

AI integration in home health services can reduce hospital readmissions and improve outcomes.

Predictive analytics support early disease detection, aligning with Elevance's whole health approach.

Telehealth expansion offers opportunities to reach more patients remotely.

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