Call Center Customer Service Representative
General Dynamics Information Technology
Cloud
Customer Care Representative I – Behavioral Health
Elevance Health
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • Louisiana, Missouri, Ohio, Tennessee • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Answer incoming Behavioral Health and Employee Assistance Program (EAP) calls and place outbound calls to members or providers
- Respond to internal and external customer questions regarding insurance benefits, provider contracts, eligibility and claims
- Complete intake procedures and determine whether member needs to be screened for safety
- Provide information regarding Behavioral Health, Employee Assistance Program, and Worklife referrals available to members and dependents
- Operate PC and laptop with dual monitors to obtain and extract information; document information, activities and changes in the database
- Analyze problems and provide information and solutions
- Document each call/inquiry received for tracking and analysis
- Develop and maintain positive customer relations and coordinate with various functions within the company to ensure timely handling of requests
- Research and analyze data to address operational challenges and customer service issues
- Process external and internal information to process payment for services
- Under supervision, receive and place follow-up telephone calls/emails for routine customer questions
- Use computerized systems for tracking, information gathering and troubleshooting
- Complete weekly or monthly assignments and trainings as part of reviews
- Perform other duties as assigned
Requirements
- Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
- Previous experience in an automated customer service environment
- Strong oral, written and interpersonal communication skills
- Problem-solving, facilitation, and analytical skills
- Ability to show empathy to callers and focus on listening to callers’ needs
- Ability to de-escalate callers as needed
- Proficient with computers and Microsoft products (Word, Outlook, Excel)
- Experience with systems: EAP HIP, BH HIP, Genesys Cloud, WGS, Member 360
- Ability to multi-task (calls, texts, facsimiles, electronic queues) while taking notes
- Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced environment
- Ability to complete required training and pass monthly audit/call reviews
- Ability to work Monday - Friday within an 8-hour shift between 8 am - 8 pm
- Must be within a reasonable commuting distance to the posting location(s) or able to obtain accommodation as required by law
- Associates in this role are expected to work from the office as necessary and may need occasional overtime or flexible hours
- May require COVID-19 and Influenza vaccination for certain patient/member-facing roles
Benefits
- merit increases
- paid holidays
- Paid Time Off
- incentive bonus programs (unless covered by a collective bargaining agreement)
- medical
- dental
- vision
- short and long term disability benefits
- 401(k) +match
- stock purchase plan
- life insurance
- wellness programs
- financial education resources
- Market-competitive total rewards
- Hybrid/virtual work flexibility (virtual full-time option with required in-person training)
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceproblem-solvinganalytical skillsdata analysisintake procedurespayment processingmulti-taskingdocumentationEAP HIPBH HIP
Soft skills
oral communicationwritten communicationinterpersonal skillsempathylistening skillsde-escalationfacilitationfocusadaptabilityteam coordination
Certifications
HS diploma or equivalent
