Customer Care Representative I

About the Role

The Customer Care Representative I will be responsible for successfully completing required basic training and performing basic job functions with assistance from co-workers, specialists, and managers on non-basic issues.

• Work Schedule: Mondays to Fridays; 8AM - 4:30PM MST
• Virtual Role: This role enables associates to work virtually full-time, except for required in-person training sessions. Alternate locations may be considered if candidates reside within a commuting distance from an office.

Key Responsibilities

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• 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.
• Under immediate supervision, receives and places follow-up telephone calls / emails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering, and troubleshooting.
• Conducts outbound calls in the ZipDrug business area.
• Multi-tasks across calls, texts, facsimiles, and electronic queues while simultaneously taking notes and speaking to customers.
• Maintains focus during extended periods of sitting and handles multiple tasks in a fast-paced, high-pressure environment.
• Communicates effectively verbally and in writing, both virtually and in person.
• Demonstrates attention to detail, critical thinking, and problem-solving skills.
• Demonstrates empathy and persistence to resolve caller issues completely.
• Uses digital tools and platforms to enhance productivity and minimize manual efforts.
• Works a structured schedule with occasional overtime or flexibility based on business needs, including working from the office as necessary.
• Performs other duties as assigned.

Requirements & Tech Stack

• Must pass the appropriate pre-employment test battery.
• 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.
• Uses computerized systems.
• Uses digital tools and platforms.

Qualifications

• 2 - 3 years Healthcare experience (Preferred)
• 2 - 3 years Call center experience (Preferred)
• Bilingual (Preferred)
• Strong oral, written and interpersonal communication skills (Preferred)
• Problem-solving skills (Preferred)
• Facilitation skills (Preferred)
• Analytical skills (Preferred)