Customer Care Representative


Colorado Springs, CO
United States

Category
Experience Required
Yes
Employment Type
Employee
Work Schedule
Full-Time
Job Description
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 I/II/III

There will be a $250 bonus given after the first 90 days and another $250 bonus given on the 1st year anniversary of employment.

The Hiring Manager will determine level based upon the selected applicant’s skillset relative to the qualifications listed for this position.

Level I:
Successfully completed 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.
Level II:
Responds 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 function.
Must be able to successfully perform all the duties of the Customer Care Rep I.
Primary duties may include, but are not limited to:
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. Inquiries may also be on a walk-in basis.
May require deviation from standard practices and procedures with the assistance of a computerized system.
Requires general 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 and expectations.
Level III:
Reviews requests by mail, telephone, or in person regarding insurance claims/policies.
Fully proficient in all key areas; performs many complex functions.
Must be able to successfully perform all the duties of the Customer Care Rep II.
Primary duties may include, but are not limited to:
Responds to inquiries from policyholders, providers and/or others for information and assistance.
Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
Required to meet department goals and expectations.
Qualifications

Requirements:

Level I:
Requires a HS diploma or GED;
up to 1 year of previous experience in an automated customer service environment;
or any combination of education and experience, which would provide an equivalent background.
Must be able to work any shift between the hours of 6:00AM to 7:00PM.
Intermediate computer proficiency. Must be comfortable working with multiple screens.
Level II:
Requires a HS diploma or GED:
1 to 3 years of Anthem experience in an automated customer service environment;
or any combination of education and experience, which would provide an equivalent background.
Level III:
Requires a HS diploma or GED;
3 to 5 years of Anthem experience in an automated customer service environment;
or any combination of education and experience, which would provide an equivalent background.
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