Customer Care Specialist

Position Overview

The primary role of the Customer Care Specialist is to serve as the liaison between Zelis, our members and providers. Individuals who succeed in this role will demonstrate excellent customer service skills, which include strong verbal and written communication skills. This position will be responsible for metrics such as average speed of answer, average hold time and average handle time; all in an effort to best service our callers. Other requirements involve the delivery of prompt, accurate, and cost-effective service for clients, and to meet or exceed company and client expectations for service. The individual will use problem-solving skills to resolve issues with diplomacy and accuracy.

What you'll do

• Answer incoming phone calls from healthcare providers, clients and members nationwide and identify the type of assistance the customer needs.

• Attempt first call resolution through provider education on both inbound and outbound calls.

• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

• Attempt first call resolution through provider education, and by researching and exploring answers and alternative solutions; implementing solutions with leadership; escalating unresolved problems to the appropriate department.

• Required to meet specific call center performance metrics of productivity and quality assurance.

• Performs other job-related duties as required.

• Maintain awareness of and ensure adherence to Zelis standards regarding privacy.

• Ensure compliance with HIPAA regulations and requirements.

What you'll bring to Zelis

• High School Diploma or equivalent is required

• 2+ years of experience within healthcare industry, preferable in a call center environment.

• Outstanding written & verbal communication skills

• Knowledge of MS Outlook, MS Word, MS Excel & Internet Explorer

• Strong prioritizing & organizational skills

• Excellent customer service & telephone skills

Location and Workplace Flexibility: We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in ac­­­­­­­­­­­­­­cordance with Company policies.

Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

Commitment to Diversity, Equity, Inclusion, and Belonging 
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity  
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive conside