Customer Care Specialist

At Zelis, we Get Stuff Done. So, let’s get to it! 

  

A Little About Us 

Zelis is modernizing the healthcare financial experience for all 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. 

  

A Little About You 

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

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 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.

  

Equal Employment Opportunity  
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, relig