Customer Care Representative II

Anticipated End Date:

2025-09-22

Position Title:

Customer Care Representative II

Job Description:

Title: Customer Care Representative II

Mason, OH

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

This position will have on-site training Monday -Thursday for the first 8 weeks, onsite  post training (Nesting) for additional 6 weeks and 60 days after Nesting. You will work virtually on Fridays. You must have 100% attendance during the full training period. Start date: 9/22/2025.

• Onsite training will be Monday-Thursday 8:30 am - 5 pm EST, and virtual from 8:30 am - 5 pm EST on Fridays
• Ability to work any 8-hour shift M-F between 8am and 11pm EST, possible weekend OT as needed

As a Customer Care Representative II you will be responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas performs some but not all types of moderately complex function. 

How you will make an impact:

• 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.
• Proficient in all basic customer service functions.
• Receives and places follow-up telephone calls / e-mails to answer customer questions.
• Outbound calls are conducted in the ZipDrug business are.  
• Inquiries may also be on a walk-in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seeks, understands and responds to the needs and expectations of internal and external customers.

Here’s what Elevance Health offers:

• 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. 

Minimum Requirements:

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.

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 responsibi