Behavioral Health Customer Care Representative I

CareBridge; Indianapolis (IN); Remote; USD 35,000 - 45,000; Full time

Job summary

A healthcare service firm is seeking a Behavioral Health Customer Care Representative I to handle incoming and outgoing calls. The successful candidate will assist customers with their queries regarding Behavioral Health services and ensure efficient documentation of interactions. Candidates should have a high school diploma and previous customer service experience. Strong communication skills and problem-solving abilities are preferred. Flexible work hours available.

Qualifications

• Previous experience in an automated customer service environment required.
• Ability to work independently and de-escalate callers as needed.
• Strong oral, written, and interpersonal communication skills preferred.

Responsibilities

• Answer incoming Behavioral Health calls and make outbound calls.
• Respond to customer queries about insurance benefits and claims.
• Document calls and inquiries for tracking and analysis.

Skills

Communication skills

Problem-solving

Analytical skills

Education

High school diploma or equivalent

Tools

Microsoft Word

Outlook

Excel

Genesys Cloud

Job description

Overview

Location: Virtual. This role enables associates to work virtually full-time, with the exception of required in-person training sessions. This approach provides flexibility and autonomy, supports productivity, and ensures essential onboarding and skill development.

Please note that per policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment unless an accommodation is granted as required by law.

Hours: Monday - Friday, an 8 hour shift between 8 am and 8 pm.

The Behavioral Health Customer Care Representative I is responsible for successfully completing the required training to perform basic job functions. The main function is answering incoming Behavioral Health and/or Employee Assistance Program calls, as well as making outbound calls to members or providers.

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.
• Completes intake procedures and determines whether a member needs to be screened for safety.
• Provides information regarding Behavioral Health, Employee Assistance Program, and Worklife referrals available to members and dependents.
• Operates a PC and laptop with dual monitors to obtain and extract information; documents information, activities, and changes in the database.
• Analyzes problems and provides information and solutions.
• Documents each call/inquiry from members, providers, employers, and/or others for tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various company functions to ensure requests are handled appropriately and timely.
• Researches and analyzes data to address operational challenges and customer service issues.
• Processes external and internal information provided by members or providers to process payments for services.
• Under immediate supervision, receives and places follow-up calls/e-mails to answer routine questions.
• Uses computerized systems for tracking, information gathering, and troubleshooting.
• Maintains the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while taking notes and speaking with customers.
• Demonstrates focus during extended periods of sitting, attention to detail, critical thinking, empathy, and persistence to resolve caller issues completely; communicates effectively in both virtual and in-person interactions.
• Structured work schedule with occasional overtime or flexibility based on business needs, including the possibility of working from the office as required.
• Performs other duties as assigned.
• Requires knowledge of company, department, services, and products to service members and process requests to ensure services are rendered appropriately.
• Follows company and department policies and procedures to complete and pass monthly audits/call reviews.
• Completes weekly or monthly assignments and trainings as part of monthly and yearly reviews.

Minimum Requirements

• Requires a high school 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

• For URAC accredited areas, 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.
• Experience with computer use, typing, learning new systems, and basic Microsoft products.
• Ability to follow all procedures as outlined in job aids and other communications.
• Ability to work independently and de-escalate callers as needed.
• Experience with PC-based data entry using systems such as EAP HIP, BH HIP, Genesys Cloud, WGS, Member 360, Microsoft Word, Outlook, Excel, and related tools.

Additional Information

Please be advised that Elevance Health only accepts resumes for compensation from agencies with a signed agreement. Unsolicited resumes submitted to hiring managers are the property of Elevance Health.

Equal Employment Opportunity: Elevance Health is an EEO employer. Qualified applicants will receive consideration without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable laws. Applicants requiring accommodation may contact [e-mail] for assistance.

Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.