[Hiring] Community Pharmacy Total Care Outbound Customer Care Representative II @Elevance Health

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Community Pharmacy Total Care Outbound Customer Care Representative II is responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Proficient in all basic customer service areas, performs some but not all types of moderately complex functions.

• 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.
• Proficient in all basic customer service functions.
• Receives and places follow-up telephone calls/e-mails to answer customer questions.
• Outbound calls are conducted in the ZipDrug business area.
• Inquiries may also be on a walk-in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seeks, understands, and responds to the needs and expectations of internal and external customers.
• Expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• 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.
• 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.

Qualifications

• Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Requirements

• 2 years in outbound calling (scheduling, marketing, sales, collections, banking, real estate, finance, skip tracer, telemarketer, medical) strongly preferred.
• Strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• A passion for serving others with the ability to be empathetic and the desire to go above and beyond preferred.
• A customer advocate willing to listen and find creative solutions to address and resolve customer questions, issues, or concerns preferred.
• A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred.
• Strong work ethic and sense of responsibility to teammates and members, demonstrated by being on time and available to meet member’s needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed is preferred.
• Flexible and quick learner, willing to adapt to changing customer and business needs preferred.
• Bachelor’s degree preferred.

Benefits

• Market-competitive total rewards including merit increases, paid holidays, Paid Time Off, and incentive bonus programs.
• Medical, dental, vision, short and long-term disability benefits.
• 401(k) + match, stock purchase plan, life insurance, wellness programs, and financial education resources.

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