Customer Care Representative II

Jobtailor; Norfolk (VA); On-site; USD 22,000 - 28,000; Full time

Job summary

Jobtailor is seeking a customer service representative to respond to inquiries by phone and email about insurance benefits, provider contracts, eligibility, and claims. You will document outcomes in the database and maintain positive customer relations while using computerized systems for tracking information.

The role requires HS diploma or equivalent and training, with full-time onsite work in a fast-paced environment.

Qualifications

• HS diploma or equivalent
• 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
• Ability to complete required basic training
• Ability to work from the posted location full-time
• Candidates must be within a reasonable commuting distance unless accommodation is granted as required by law
• 100% attendance during the 8–16 week onsite training and nesting period
• Ability to work training hours of 8:30 am–5 pm EST or 8 am–4:30 pm EST
• Ability to work any 8-hour shift Monday–Friday between 8 am and 10 pm EST after training
• Possible weekend overtime availability
• Ability to multitask while handling calls, texts, facsimiles, and electronic queues
• Ability to maintain focus during extended periods of sitting in a fast-paced, high-pressure environment
• Strong verbal and written communication skills
• Attention to detail, critical thinking, and problem-solving skills
• Empathy and persistence in resolving caller issues
• Comfort and proficiency with digital tools and platforms
• Ability to work from the office as necessary
• For URAC accredited areas: strong oral, written and interpersonal communication, problem-solving, facilitation, and analytical skills

Responsibilities

• Respond to customer questions by telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
• Analyze problems and provide information and solutions
• Coordinate with company functions to handle customer requests and questions promptly
• Document information, activities, changes, and inquiry outcomes in the database
• Develop and maintain positive customer relations
• Research and analyze data to address operational challenges and customer service issues
• Provide internal and external customers with requested information
• Receive and place routine follow-up telephone calls and emails
• Use computerized systems for tracking, information gathering, and troubleshooting
• Conduct outbound calls in the ZipDrug business area
• Handle calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers
• Perform other duties as assigned

Skills

Customer service experience

Problem-solving skills

Verbal and written communication

Attention to detail

Multitasking ability

Empathy

Persistence

Critical thinking

Education

High School Diploma or Equivalent

Tools

PC/Image Station

Computerized systems

Data Analysis

Information extraction

Automated customer service

Operational research

Job description

• Complete required basic training
• Respond to internal and external customer questions by telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
• Analyze problems and provide information and solutions
• Operate a PC/image station to obtain and extract information
• Document information, activities, changes, and inquiry outcomes in the database
• Develop and maintain positive customer relations
• Coordinate with company functions to handle customer requests and questions appropriately and promptly
• Research and analyze data to address operational challenges and customer service issues
• Provide internal and external customers with requested information
• Receive and place routine follow-up telephone calls and emails
• Use computerized systems for tracking, information gathering, and troubleshooting
• Conduct outbound calls in the ZipDrug business area
• Handle calls, texts, facsimiles, and electronic queues while taking notes and speaking with customers
• Perform other duties as assigned

Requirements

• HS diploma or equivalent
• 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
• Ability to complete required basic training
• Ability to work from the posted location full-time
• Candidates must be within a reasonable commuting distance unless accommodation is granted as required by law
• 100% attendance during the 8–16 week onsite training and nesting period
• Ability to work training hours of 8:30 am–5 pm EST or 8 am–4:30 pm EST
• Ability to work any 8-hour shift Monday–Friday between 8 am and 10 pm EST after training
• Possible weekend overtime availability
• Ability to multitask while handling calls, texts, facsimiles, and electronic queues
• Ability to maintain focus during extended periods of sitting in a fast-paced, high-pressure environment
• Strong verbal and written communication skills
• Attention to detail, critical thinking, and problem-solving skills
• Empathy and persistence in resolving caller issues
• Comfort and proficiency with digital tools and platforms
• Ability to work from the office as necessary
• For URAC accredited areas: strong oral, written and interpersonal communication, problem-solving, facilitation, and analytical skills

Core Competencies

Demonstrates strong verbal and written communication skills while effectively managing customer inquiries and operational challenges in a fast-paced environment. Proficient in utilizing digital tools for tracking and information gathering to enhance customer service delivery.

Highest-signal resume keywords

• Customer Service Experience
• Problem-Solving Skills
• Verbal And Written Communication
• Attention To Detail
• Multitasking Ability

Hard Skills

• Data Analysis
• Information Extraction
• Database Documentation
• Automated Customer Service
• Operational Research

Soft Skills

• Empathy
• Persistence
• Critical Thinking

Certifications & Qualifications

• High School Diploma Or Equivalent

Industry Keywords

• Insurance Benefits
• Provider Contracts
• Eligibility
• Claims
• URAC Accreditation

Tools & Technologies

• PC/Image Station
• Computerized Systems