Health Program Representative II

Elevance Health, Inc.; St. Louis (MO); Remote; USD 22,000 - 34,000; Full time

Job summary

Elevance Health is seeking a Health Program Representative II to serve as the initial contact between care management programs and identified members. This remote role handles enrollment and engagement calls to explain program features and benefits.

The position emphasizes empathetic communication, data collection, and referral management, with occasional in-person training and possible location considerations to meet commuting requirements.

Qualifications

• HS diploma or the equivalent is required.
• At least 6 months of experience or an equivalent combination of education and experience.
• Call center experience is strongly preferred.

Responsibilities

• Gathers and records member information by phone.
• Encourages participation in Care Management programs by outlining features and services.
• Records call details and uses scripts as needed.
• Directs member inquiries to clinical staff.
• Initiates referrals and manages clinician consultations for participants.
• Gathers information from hospitals, plans, physicians, patients, and vendors.
• Mentors less experienced Health Program Advocates.
• Multitasks across calls, texts, and queues while taking notes.
• Maintains focus in a fast-paced environment; communicates clearly.

Skills

Call center experience

Company products & benefits

Computer input / keyboarding

Education

HS diploma or equivalent

Job description

Health Program Representative II

Virtual: This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development. Alternate locations may be considered if candidates reside within a commuting distance from an office.

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 an accommodation is granted as required by law.

The Health Program Representative II is responsible for providing initial contact between distinct Care Management programs and specific identified members. Under general supervision handles inbound/outbound enrollment and engagement calls with eligible members to provide information regarding program features.

How you will make an impact:

• Gathers and records appropriate member information in accordance with policies and procedures via telephone.


• Encourages members to participate in the Care Management programs by providing information about the program, outlining program features/value and explaining available services.


• Records call details and utilize call scripts as needed based on client requirements.


• Directs member inquiries to appropriate clinical staff.


• Initiates referrals and manages consults from clinicians for participants registered in Care Management.


• Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources.


• Contacts physician offices to obtain demographic information or related data as needed.


• Mentors less experienced Health Program Advocates.


• 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 the equivalent.


• Minimum of 6 months experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences

• Computer/keyboarding proficiency strongly preferred.


• Knowledge of company products, services and benefits preferred.


• Call center experience strongly preferred.

For candidates working in person or virtually in the below location(s), the salary* range for this specific position is $16.30/hr to $24.44/hr.

Locations: 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 considered to be 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.

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.