Customer Care Representative I

Elevance Health; Mason (OH); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid time off

Health benefits

401(k) matching

Stock purchase plan

Wellness programs

Job summary

Elevance Health in Mason, OH is seeking a Customer Care Representative I to assist members with benefits, eligibility and claims. The role starts with on-site training and then blends virtual work with occasional in-person reporting as needed.

You will respond to inquiries by phone and email, document interactions in the system, and coordinate with teams to resolve issues promptly while upholding quality service.

Qualifications

• HS diploma or equivalent and experience in an automated customer service environment.
• Call center experience preferred.
• Healthcare experience preferred.

Responsibilities

• Responds to customer questions via phone and email regarding benefits, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Documents inquiries and outcomes in the system for tracking and analysis.
• Maintains positive customer relations and coordinates with internal teams to resolve requests promptly.
• Uses computerized systems to collect information and troubleshoot issues.
• Possibly report to the office for training or as needed and manage multiple tasks in a fast-paced environment.

Skills

Customer service

Communication

Problem-solving

Multitasking

Education

HS diploma or equivalent

Tools

CRM software

Job description

Customer Care Representative I

Location

This role enables associates to work virtually full-time, except for required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work‑life integration, and ensures essential face‑to‑face onboarding and skill development.

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

Hours

The start date for this position is September 14th, 2026. Training will be on‑site from 9 AM to 5:30 PM, Monday through Friday, for 16 weeks.

After training, the position will be virtual, but you may need to report to the office as needed by the department (IT issues, performance issues, etc). You will be assigned a permanent shift with a start time between 10:30 AM and 11:30 AM. Candidates must reside within a commutable distance to the Mason, OH office.

The Customer Care Representative I is responsible for successfully completing the required basic training and for performing basic job functions with help from co‑workers, specialists, and managers on non‑basic issues. Must pass the appropriate pre‑employment test battery.

How you will make an impact

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station 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.
• Provides 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.
• Associates in this role are expected to have the ability to multi‑task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast‑paced, high‑pressure environment; strong verbal and written communication skills, both with virtual and in‑person interactions; 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 to enhance productivity and minimize manual efforts.
• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
• Performs other duties as assigned.

Minimum Qualifications

• 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 Experiences

• Call center experience strongly preferred.
• Experience working in a healthcare environment strongly preferred.
• For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem‑solving skills, facilitation skills, and analytical skills.

We offer a range of market‑competitive total rewards that include merit increases, paid holidays, Paid Time Off, and 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 and financial education resources, to name a few.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member‑facing roles to become vaccinated against COVID‑19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

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. Applicants who require accommodation to participate in the job application process may contact [e-mail] for assistance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration.