Customer Care Representative II (Norfolk, VA)

The Elevance Health Companies, Inc.; Norfolk (VA); On-site; USD 37,000 - 44,000; Full time

Benefits offered by this job

Tuition reimbursement

Health insurance

Dental

Vision

401K match

Paid Time Off

Holiday Pay

Annual incentive bonus

Job summary

The Elevance Health Companies, Inc. in Norfolk, VA is seeking a Customer Care Representative II to answer member questions about insurance benefits, eligibility, and claims, primarily by phone and written correspondence.

This onsite role includes an 8–16 week training period with hours 8:30 am–5:00 pm EST. After training, shifts run between 8 am–10 pm EST with possible weekend OT and a strong benefits package.

Qualifications

• HS diploma or equivalent.
• Experience in an automated customer service environment or equivalent background.
• Willingness to work from home with wired internet and a quiet workspace (preferred).

Responsibilities

• Responds to internal and external customer questions regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Develops and maintains positive customer relations and coordinates with various functions to handle requests timely.

Skills

Phone support

Empathy

Multi-tasking

Verbal communication

Education

HS diploma or equivalent

Job description

Job Description

Anticipated End Date: 2026-09-29 Position Title: Customer Care Representative II (Norfolk, VA)

This job is located at 5800 North Hampton, Blvd, Norfolk, VA.

Location and Training

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. 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.

This position includes an onsite training and nesting period lasting approximately 8–16 weeks. Candidates must have 100% attendance during the full duration of training. Training hours: 8:30 am - 5 pm EST or 8am-4:30pm EST. Post Training: Ability to work any 8-hour shift M-F between 8 am and 10 pm EST, possible weekend OT as needed.

Benefits and Compensation

• A career path with opportunity for growth
• Ability to obtain your Associate’s or Bachelor’s degree or further your education with tuition reimbursement.
• Affordable Health Insurance, Dental, Vision and Basic Life 401K match, Paid Time Off, Holiday Pay Annual incentive bonus and annual increases plan based on performance.
• At Elevance Health, the team is comprised of the best and the brightest from diverse experiences, cultures, and backgrounds. The differences we each bring to the table are a part of what makes our company so successful.
• The salary* range for this specific position is $17.77 to $21.22/hr. Location(s): Virginia.
• In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.
• * The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations.
• No amount is wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Responsibilities

• 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.
• Outbound calls are conducted in the ZipDrug business area.
• 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

• 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.

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.

Job Details

Job Level: Non-Management Non-Exempt

Workshift:

Job Family: CUS > Care Reps

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.

Equal Employment Opportunity Statement

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 following form: 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.

Elevance Health is an Equal Opportunity Employer/Disability/Veterans.