SCA Customer Care Representative I at Elevance Health

East Syracuse, New York, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, Insurance, Government ServicesIndustries

Requirements

High School diploma or equivalent
Experience in an automated customer service environment preferred, or any combination of education and experience providing equivalent background
Must live within reasonable commuting distance from East Syracuse, NY (unless accommodation granted)
For foreign nationals: residency in the United States for at least three of the past five years (per CMS TDL 190275)
Ability to work Monday through Friday, 10:30 AM to 7:00 PM EST, with structured schedule, occasional overtime/flexibility, and in-office as necessary
Ability to multi-task (handling calls, texts, facsimiles, electronic queues, note-taking while speaking to customers)
Proficient in maintaining focus during extended sitting and high-pressure, fast-paced environment
Strong verbal and written communication skills for virtual and in-person interactions
Attentive to details, critical thinker, problem-solver
Demonstrates empathy and persistence to resolve issues
Comfort and proficiency with digital tools and platforms

Responsibilities

Respond to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims
Analyze issues and provide information and/or solutions
Obtain and extract information from computer systems
Document information, activities, and changes in the database; thoroughly document inquiry outcomes for tracking and analysis
Develop and maintain relationships throughout the organization and coordinate with various functions to handle requests and questions appropriately and timely
Research and analyze data to address operational challenges and 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 questions
Use computerized systems for tracking, information gathering, and troubleshooting
Understand and respond to the needs and expectations of internal and external customers
Meet department goals
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceTelephone CommunicationWritten CorrespondenceData EntryDatabase ManagementClaims ProcessingEligibility VerificationIssue AnalysisResearchData Analysis

Questions & Answers

Common questions about this position

Is this a remote position?

This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. However, candidates not within a reasonable commuting distance from East Syracuse, NY will not be considered unless an accommodation is granted.

What are the work hours for this position?

The work hours are Monday through Friday, 10:30 AM to 7:00 PM EST, with a structured work schedule.

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

Key skills include the ability to multi-task while handling calls, texts, facsimiles, and electronic queues; strong verbal and written communication skills; attention to detail, critical thinking, and problem-solving; empathy and persistence; and proficiency with digital tools and platforms.

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

The role involves responding to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility, and claims; analyzing issues; obtaining and extracting information from computer systems; documenting activities; and using computerized systems for tracking and troubleshooting.

What makes a strong candidate for this position?

Strong candidates can multi-task in a fast-paced environment, have strong communication skills, attention to detail, critical thinking, problem-solving abilities, empathy, persistence, and proficiency with digital tools.

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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