Customer Care Representative I - Bilingual (US)

Elevance Health; United States; Hybrid; USD 33,000 - 52,000; Full time

Job summary

Elevance Health, Inc. is seeking a Customer Care Representative I - Bilingual (US). You will complete training and perform basic duties with support from teammates and managers on non-basic issues.

We value strong communication, empathy, and the ability to manage calls and messages across multiple channels in a high-volume setting. Some in-office attendance is required with potential flexibility for hybrid work.

Qualifications

• HS diploma or equivalent with experience in automated customer service.
• Bilingual Spanish required; language testing may be required.
• Ability to pass pre-employment testing.
• Basic proficiency with computerized systems and data entry.

Responsibilities

• Responds to customer questions via telephone and written correspondence about insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Documents information, activities and changes in the database.
• Maintains positive customer relations and coordinates with internal teams.
• Handles multiple tasks including calls and electronic queues in a fast-paced environment.
• Uses computerized systems for tracking and troubleshooting.

Skills

Bilingual (Spanish)

Customer service experience

Strong communication skills

Multitasking

Education

HS diploma or equivalent

Tools

CRM software

Computers/IT systems

Job description

Hybrid 1: This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

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.

Customer Care Representative I - Bilingual (US)

The Customer Care Representative I - Bilingual (US) will be responsible for successfully completing required basic training and performing basic job functions with support from co-workers, specialists, and managers on non-basic issues.

How You Will Make An Impact

• Responds to 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.
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
• Seeks, understands and responds to the needs and expectations of internal and external customers.
• 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.
• 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 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. Must pass the appropriate pre-employment test battery. Bilingual (Spanish) or multi-language skills required. Must be able to pass a validated language test/assessment.

Preferred Skills, Capabilities And Experiences

• This position is defined as virtual, or work-from-home, however you may need to report into a local office periodically.