Afterhours Customer Care Representative I

CareBridge; Columbus (OH); Remote; USD 30,000 - 40,000; Full time

Job summary

A healthcare service provider is seeking an Afterhours Customer Care Representative I to provide virtual customer support from Tuesday to Saturday. The role involves answering calls related to behavioral health and assisting customers with inquiries regarding their insurance benefits. The ideal candidate should possess strong communication skills and experience in an automated customer service environment.

Qualifications

• Requires a HS diploma or equivalent and previous automated customer service experience.
• Expected to have strong oral, written, and interpersonal communication skills.
• Ability to show empathy to callers and focus on their needs.

Responsibilities

• Responds to internal and external customer questions via phone and written correspondence.
• Analyzes problems and provides information and solutions.
• Operates a computer to document activities and changes.

Skills

Strong oral communication

Strong written communication

Problem-solving skills

Facilitation skills

Analytical skills

Education

HS diploma or equivalent

Tools

Microsoft products

Job description

Afterhours Customer Care Representative I

Location: Virtual, this role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy.

Hours: Tuesday - Friday 6:00 pm - 2:30 am EST and Saturday 8 pm - 4:30 am EST

The Afterhours Customer Care Representative I is responsible for successfully completing the required training in order to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. The main function will be answering incoming Behavioral Health and/or Employee Assistance Program calls.

How will you make an impact

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyze problems provide with information and solutions.
• Operates a computer to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Process external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering and troubleshooting.

Minimum 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.

Preferred Skills, Capabilities And Qualifications

• Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Due to the nature of the Behavioral Health Resource Center and Employee Assistance Program, candidates must display the ability to show empathy to callers and able to focus on listening to the callers' needs.
• Previous experience with use of computers as it pertains to typing, learning new systems and ability to use some Microsoft products.
• Candidate must be able to follow all procedures as outlined in job aids and other forms of communication.
• Ability to work independently and are able to de-escalate callers as needed.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.