Customer Success Lead
A.E. Perkins
Customer Care Representative II
Elevance Health
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Illinois, Virginia
Visit company websiteSalary
💰 $19 - $29 per hour
Job Level
Junior
About the role
- 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 and document information, activities and changes in the database
- Thoroughly document inquiry outcomes for accurate tracking and analysis
- Develop and maintain positive customer relations and coordinate with various functions to ensure customer requests are handled appropriately and timely
- 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 and e-mails to answer customer questions
- Conduct outbound calls in the ZipDrug business area and handle walk-in inquiries as needed
- May deviate from standard practices and procedures with assistance of a computerized system
- Multi-task across calls, texts, facsimiles and electronic queues while taking notes and speaking to customers
- Perform other duties as assigned
Requirements
- Requires a 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 which would provide an equivalent background
- Strong verbal and written communication skills
- Ability to multi-task (handling calls, texts, facsimiles, electronic queues while taking notes and speaking)
- Proficient in maintaining focus during extended periods of sitting and handling multiple tasks
- Attentive to details, critical thinker, and a problem-solver
- Demonstrates empathy and persistence to resolve caller issues completely
- Comfort and proficiency with digital tools and platforms
- Proficiency in typing with speed and accuracy preferred
- For URAC accredited areas: strong oral, written and interpersonal communication, problem-solving, facilitation, and analytical skills
- Ability to work Monday - Friday an 8 hour shift between 8 am - 8 pm EST
- Structured work schedule with occasional overtime and flexibility based on business needs, including ability to work from the office as necessary
- May be required to become vaccinated against COVID-19 and Influenza for certain patient/member-facing roles
