Care Concierge

Zelis; Town of Texas (WI); Hybrid; USD 40,000 - 50,000; Full time

Job summary

Zelis is looking for a Care Concierge I to provide telephonic support to members seeking cost-efficient medical procedures. This position offers opportunities for growth and requires at least 1 year of customer service experience. Candidates must reside within 50 miles of a Zelis office and thrive in a dynamic environment.

The role entails responding to various member inquiries and collaborating with several teams to ensure high-quality service delivery. Flexible and supportive work arrangements are provided to meet business needs.

Qualifications

• Minimum 1+ years of customer service experience required.
• Healthcare experience is mandatory.
• CRM experience preferred.

Responsibilities

• Respond to inbound calls, emails, chats, and voicemails.
• Document member interactions accurately.
• Coordinate with providers and health plans.

Skills

Customer service experience

Healthcare literacy

Bilingual English/Spanish

Knowledge of medical claims and coding

Tools

Salesforce/CX1

Job description

Position Overview

The Care Concierge I delivers call center‑based telephonic support to members (consumers) of Zelis Member Engagement & Transparency and SmartShopper health plan and employer group clients who are actively shopping for cost‑effective medical procedures. This role is part of a broader Care Concierge team dedicated to providing an exceptional customer experience, recognizing that each interaction represents an individual seeking guidance, education, and ongoing support to make informed and confident healthcare decisions. The ideal candidate will effectively communicate, educate, document, and report on all member interactions with minimal supervision. This position operates within a distributed team across multiple states where Zelis conducts business. Candidates must reside within 50 miles of a Zelis office location.

What You’ll Do

• Respond to inbound calls, emails, chats, web requests and voicemails.
• Document member interactions accurately.
• Promote SmartShopper products and services.
• Research and resolve claims, eligibility, and incentive inquiries.
• Coordinate with providers, health plans, finance, operations, and data teams.
• Support quality, training, and member engagement initiatives.
• Execute approved member search back‑dates.
• Perform advanced reward payment research.
• Support operational reporting and process improvement.

Other Responsibilities As Assigned

• Special projects as assigned by the leadership team.
• Miscellaneous office duties as assigned.
• Backup to other positions as assigned by leadership team.

What You’ll Bring To Zelis

• Minimum 1+ years customer service experience.
• Healthcare experience required.
• CRM experience including Salesforce/CX1 preferred.
• Strong healthcare literacy and customer service skills.
• Knowledge of medical claims and coding preferred.
• Bilingual English/Spanish preferred.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. All employee work locations are based on the needs of the position and are determined by the Leadership team. In‑office work and activities vary based on work and team objectives in accordance with Company policies. While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in‑office presence is guided by team and business needs rather than a fixed weekly schedule.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [e-mail].

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.