Customer Care Representative II/III

Elevance Health; Columbus (GA); On-site; USD 36,000 - 60,000; Full time

Job summary

Elevance Health seeks a Customer Care Representative II/III to review insurance requests, respond to inquiries, and provide accurate information to policyholders and providers. The role emphasizes face-to-face collaboration, on-site training, and adherence to attendance requirements during the initial training period.

The position requires a HS diploma and demonstrated experience in automated customer service, with strong communication and multitasking abilities to resolve inquiries efficiently.

Qualifications

• HS diploma or equivalent and 1 year of experience in an automated customer service environment (CCR II).
• HS diploma or equivalent and 3 years of experience in an automated customer service environment (CCR III).

Responsibilities

• Review requests by mail, telephone, or in person regarding insurance claims/policies.
• Respond to inquiries from policyholders, providers and others for information and assistance.
• Perform research to respond to inquiries and interpret policy provisions to determine most effective response.

Skills

Phone support

Customer empathy

Multitasking

Communication skills

Attendance & reliability

Education

HS diploma or equivalent

Job description

Customer Care Representative II & III

Shift: Monday -Friday 8am - 8pm

Training Hours: Monday -Friday 830am - 5pm

This position will have on-site training Monday-Friday for the first 8 weeks, onsite post training (Nesting) for additional 2 weeks. You must have 100% attendance during the full duration of training.

Location: Must reside within 30-40 minutes of our Midland, GA office.
Onsite: This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support. Alternate locations may be considered if candidates reside within a commuting distance from an office (add this last sentence if considering candidates in multiple locations).

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.

The Customer Care Representative II/III will be responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Fully proficient in all key areas; performs many complex functions.

How you will make an impact:

• Responds to inquiries from policyholders, providers and/or others for information and assistance
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response
• Outbound calls are conducted in the ZipDrug business area

Minimum Requirements:

CCR II: Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

CCR III:Requires a HS diploma or equivalent and a minimum of 3 years of the company's 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:

• The majority of each day will be spent on the phone. Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred.
• A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred.
• A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred.
• A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred.
• Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet member’s needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed preferred.
• Flexible and quick learner, willing to adapt to changing customer and business needs 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.

#EHS

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

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.

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.

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 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 should submit the Accessibility Accommodation Request Form and a member of the team will be in contact.

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.