Anthem, Inc. Customer Care Representative 1 in Norfolk, Virginia
SHIFT: Day Job
Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.
Customer Care Representative
Due to the current COVID-19 (coronavirus) pandemic, this position will require you to work remotely from your home with the flexibility to return to a regular, in-office work environment. As we continue to monitor guidance from CDC and state officials there may be times you would need to report to the office on a monthly or quarterly basis for team meetings or engagement activities. As a Customer Care Representative, you will act as a trusted advisor and educator on health care related inquires. You will guide our customers to a better healthcare experience, working every day to make healthcare easy by the service you provide. If you want to be a part of this exciting team, make a difference in someone’s life, and help make healthcare easy, apply today!
Shift: 8-hour shift between the hours of 7am -11pm (ET), May work weekends
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.
Primary duties may include, but are not limited to:
Responds to 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 limited knowledge of company services, products, insurance benefits, provider contracts and claims.
Seeks, understands, and responds to the needs and expectations of internal and external customers.
Required to meet department goals.
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.
For URAC accredited areas the following applies: Requires strong oral, written, and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
Call center Experience
A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact
A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues, or concerns
A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer.
Must have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like 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.
Flexible and quick learner, willing to adapt to changing customer and business needs.
Ability to work from home with internet access and a quiet and private workspace – no distractions
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.