SCA Customer Care Representative I

Anticipated End Date:

2025-12-05

Position Title:

SCA Customer Care Representative I

Job Description:

SCA Customer Care Representative I

Location: East Syracuse, NY. 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. 

National Government Services is a proud member of Elevance Health's family of brands. We administer government contracts for Medicare and partner with the Centers for Medicare and Medicaid Services to transform federal health programs. 

Work Hours: Monday through Friday, 10:30 AM to 7:00 PM EST

The SCA Customer Care Representative I is responsible for handling or responding to customer service issues.

How you will make an impact:

• Responds to caller questions via telephone and written correspondence regarding benefits, contracts, eligibility and claims.
• Analyzes issues and provides information and/or solutions. 
• Obtains and extracts information from computer systems. 
• Documents, information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains relationships throughout organization and coordinates with various functions to ensure requests and questions are handled appropriately and in a timely manner.
• Research and analyze data to address operational challenges and service issues.
• Provides external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering, and troubleshooting. 
• Understands and responds to the needs and expectations of internal and external customers.  Meets department goals.
• 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. 
• Additional expectations to include but not limited to: 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

• Requires a High School diploma or equivalent with experience in an automated customer service environment preferred; or any combination of education and experience which would provide an equivalent background. 
• This position is part of our NGS (National Government Services) division which, per CMS TDL 190275, requires foreign national applicants meet the residency requirement of living in the United States at least three of the past five years

Preferred Experience, Skills and Capabilities

• Knowledge of services and contracts preferred.
• Prior call center or customer service experience within the healthcare industry is highly preferred.
• Strong knowledge of claims is preferred.
• Strong verbal and written communication skills are highly preferred.
• Proficiency in multitasking, navigating multiple computer applications, and efficiently managing tasks while interacting with customers is strongly preferred.
• Ability to work effectively with multiple systems simultaneously in a fast-paced environment is highly preferred.
• Excellent organizational and multitasking abilities are strongly preferred.

For candidates working in person or virtually in the below loc