Customer Care Specialist

Zelis Healthcare, LLC; Morristown (NJ); Hybrid; USD 31,000 - 40,000; Full time

Benefits offered by this job

401k plan with employer match

Health benefits

Flexible paid time off

Job summary

Zelis Healthcare, LLC is seeking a customer-support specialist to manage moderately complex issues, document resolutions, and collaborate with billing, tech support, and fulfillment to enhance the customer experience. This role emphasizes independent work within guidelines and a proactive approach to improvements.

The ideal candidate brings a HS Diploma with 1–3 years of experience, strong organizational and communication skills, and proficiency in Microsoft Office.

Qualifications

• HS Diploma & 1–3 yrs experience.
• Proficiency with AI tools and crafting prompts for AI agents.
• Advanced organizational and documentation skills across concurrent projects.
• Effective communication with cross-functional teams and stakeholders.
• Proficient in Microsoft Office and quick to learn new tools.
• Detail-oriented with strong analytical and problem-solving abilities.
• Ability to work independently with minimal supervision and contribute to team success.

Responsibilities

• Handle moderately complex customer issues requiring deeper product knowledge or multi-step troubleshooting.
• Serve as a resource for other representatives with guidance and coaching.
• Analyze customer interactions to identify patterns and suggest script/workflow improvements.
• Ensure accurate, complete documentation of cases and follow-up actions.
• Collaborate with billing, technical support, and fulfillment to resolve cross-functional issues.
• Contribute to process improvement initiatives and pilot new tools or procedures.

Skills

AI tools proficiency

Organization skills

Cross-functional communication

Documentation

Microsoft Office

Detail-oriented

Independent work

Education

HS Diploma

Tools

Microsoft Office Suite

Job description

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

Handles more complex customer issues and provides guidance to other representatives. Works independently within established guidelines and contributes to process improvements.

What You'll Do:

• Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments.

• Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries.

• Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs.

• Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance.

• Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience.

• Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

What You'll Bring to Zelis:

• HS Diploma & 1-3 yrs

• Requires proficiency using AI tools skillfully with an understanding of how to develop/create intelligent prompts and/or agents.

• Demonstrates advanced organizational and documentation skills across multiple concurrent projects.

• Communicates effectively with cross-functional teams and stakeholders.

• Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.

• Detail-oriented with strong analytical and problem-solving abilities.

• Works independently with minimal supervision and contributes actively to team success.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

Base Salary Range

$15.00 - $19.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis' full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.