Customer Care Representative I at Elevance Health in Atlanta, Georgia

Job Description:

Customer Care Representative I




Location : This is a fully remote position. Candidates must reside within 50 miles of an Elevance Health PulsePoint office location in Georgia to be considered (Atlanta, Savannah, Augusta, Columbus, GA).


A proud member of the Elevance Health family of companies, Carelon Behavioral Health, formerly Beacon Health Options, offers superior clinical mental health and substance use disorder management, a comprehensive employee assistance program, work/life support, specialty programs for autism and depression, and insightful analytics to improve the delivery of care.


The Customer Care Representative I is responsible for successfully completing the required basic training. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. Must pass the appropriate pre-employment test battery.



How you will make an impact :

• 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 / e-mails to answer customer questions that are routine in nature.


• Uses computerized systems for tracking, information gathering and troubleshooting.

• 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.

• Call center experience preferred.


• Healthcare, managed care and/or behavioral health experience preferred.


• For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.