After hours Customer Care Representative I

Anticipated End Date:

2025-10-09

Position Title:

After hours Customer Care Representative I

Job Description:

After hours Customer Care Representative I

Location: 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.

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.

Hours: Tuesday - Friday 6:00 pm - 2:30 am EST and Saturday 8 pm - 4:30 am EST

The After hours Customer Care Representative I is responsible for successfully completing the required training in order to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. The main function will be answering incoming Behavioral Health and/or Employee Assistance Program calls.

How will you make an impact: 

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.

• Analyze problems provide with information and solutions.

• Operates a computer 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.

• Process 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.

Minimum Requirements:

• Requires a HS diploma or equivalent and 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 Qualifications:

• Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Due to the nature of the Behavioral Health Resource Center and Employee Assistance Program, candidates must display the ability to show empathy to callers and able to focus on listening to the callers' needs.
• Previous experience with use of computers as it pertains to typing, learning new systems and ability to use some Microsoft products.
• Candidate must be able to follow all procedures as outlined in job aids and other forms of communication.
• Ability to work independently and are able to de-escalate callers as needed.

Job Level:

Non-Management Non-Exempt

Workshift:

1st Shift (United States of America)

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.

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 agreeme