Customer Care Representative I-Bilingual at Elevance Health

San Juan, Puerto Rico, Puerto Rico

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, InsuranceIndustries

Requirements

HS diploma or equivalent
Previous experience in an automated customer service environment (or equivalent combination of education and experience)
Bilingual (Spanish) or multi-language skills
Ability to pass a validated language test/assessment
Ability to pass the appropriate pre-employment test battery
Must be within a reasonable commuting distance from San Juan office (654 Munoz Rivera, San Juan 00901), unless accommodation granted
Availability for full-time, Monday-Friday, 8-hour shift between 9 am - 12 am EST, with 2 in-office days (Monday and Wednesday)

Responsibilities

Successfully complete required basic training
Perform basic job functions with help from co-workers, specialists, and managers on non-basic issues
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 company functions to handle customer requests and questions appropriately and timely
Research and analyze data to address operational challenges and customer service issues
Provide external and internal customers with requested information
Under immediate supervision, receive and place follow-up telephone calls/e-mails to answer routine customer questions
Use computerized systems for tracking, information gathering, and troubleshooting
Seek, understand, and respond to the needs and expectations of internal and external customers
Multi-task, including handling calls, texts, facsimiles, and electronic queues, while taking notes and speaking to customers
Maintain focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment
Demonstrate strong verbal and written communication skills, attention to details, critical thinking, problem-solving, empathy, and persistence
Use digital tools and platforms proficiently to enhance productivity
Adhere to structured work schedule with occasional overtime or flexibility based on business needs, including office work as necessary
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceBilingualTelephone SupportInsurance BenefitsClaims ProcessingData EntryPC OperationProblem SolvingDocumentation

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This is a hybrid position requiring associates to be in the San Juan office (654 Munoz Rivera, San Juan 00901) two days per week (Monday and Wednesday), with flexibility for virtual work the other days. Candidates not within a reasonable commuting distance from the location will not be considered unless an accommodation is granted.

What are the working hours for this position?

The role involves Monday - Friday shifts, with an 8-hour shift between 9 am - 12 am EST.

What skills are required for the Customer Care Representative I - Bilingual role?

Key skills include bilingual proficiency (implied), strong verbal and written communication, ability to multi-task while handling calls, texts, facsimiles, and queues, attention to detail, critical thinking, problem-solving, empathy, and persistence. Associates need limited knowledge of company services, products, insurance benefits, provider contracts, and claims, plus the ability to perform basic functions under supervision.

What does a typical day involve in this customer care role?

The role involves responding to customer questions via telephone and written correspondence about insurance benefits, provider contracts, eligibility, and claims; analyzing problems, documenting in databases, researching data, and multitasking in a fast-paced environment under immediate supervision.

What makes a strong candidate for this position?

Strong candidates can successfully complete basic training, pass the pre-employment test battery, perform basic job functions with help on non-basic issues, maintain focus during extended sitting and high-pressure multitasking, and demonstrate empathy, persistence, critical thinking, and detail orientation.

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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