Customer Care Representative II at Elevance Health

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, InsuranceIndustries

Requirements

HS diploma or equivalent
Minimum of 1 year of the company's experience in an automated customer service environment (or any combination of education and experience providing equivalent background)
Ability to multi-task, including handling calls, texts, facsimiles, and electronic queues while taking notes and speaking to customers
Proficiency in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment
Strong verbal and written communication skills for virtual and in-person interactions
Attentive to details, critical thinker, and problem-solver
Demonstrates empathy and persistence to resolve caller issues completely
Comfort and proficiency with digital tools and platforms
Ability to work structured schedule Monday-Friday 8:30am-5:00pm EST, with occasional overtime or flexibility based on business needs
Within reasonable commuting distance from posting location(s) unless accommodation granted

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 company functions to handle customer requests and questions appropriately and timely
Provide external and internal customers with requested information
Perform proficiently in all basic customer service functions
Receive and place follow-up telephone calls/e-mails to answer customer questions
Deviate from standard practices and procedures with assistance of computerized system as needed
Seek, understand, and respond to the needs and expectations of internal and external customers
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceTelephone CommunicationWritten CorrespondenceInsurance BenefitsClaims ProcessingProvider ContractsEligibility VerificationPC OperationDatabase DocumentationProblem Analysis

Questions & Answers

Common questions about this position

Is this position fully remote?

This role is virtual full-time with maximum flexibility and autonomy, except for required in-person training sessions. Candidates not within a reasonable commuting distance from the posting location(s) will not be considered unless an accommodation is granted.

What is the work schedule for this role?

The work schedule is Monday - Friday from 8:30am - 5:00pm EST, with a structured schedule that may include occasional overtime or flexibility based on business needs.

What are the minimum requirements for this position?

The role requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment.

What skills are needed for the Customer Care Representative II role?

Key skills include strong verbal and written communication, ability to multi-task in a fast-paced environment, attention to detail, critical thinking, problem-solving, empathy, persistence, and proficiency with digital tools.

What experience makes a strong candidate for this role?

Candidates with at least 1 year of the company's experience in automated customer service, proficiency in handling moderately complex functions, and the ability to maintain focus in high-pressure settings will 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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