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Anthem, Inc. Customer Care Representative I in Roanoke, Virginia

Description

SHIFT: Day Job

SCHEDULE: Full-time

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 care companies and a Fortune Top 50 Company.

Customer Care Representative I

**Locations: Roanoke, VA (Primary) Indianapolis, IN (Back-up) Denver, CO (Back-up)

**This position will be remote (work-at-home). Going into the office in the future will be required.

**Hours: 7:45am- 6:15pm (EST) 6am- 4:15pm (MST)

Applicable to Colorado Applicants Only

**Rates: $15- $16.75/hr (Denver) $15/hr flat rate (Roanoke) $14- $15.50/hr (Indianapolis)

Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. * The hourly or salary range is the range Anthem in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in Colorado. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Due to the current COVID-19 (coronavirus) pandemic, this position will require you to work remotely from your home until a return to office date is decided. As a Customer Care Representative I, 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!

Here’s what a typical day may look like:

From the moment you login, you’ll be focused on proactively resolving our members and/or providers questions and concerns using computer-based resources to find answers. You will guide members and providers with their healthcare needs by explaining benefits, solving claim concerns, helping find a doctor via telephone calls, online chats or e-mails. You will partner internally to create a seamless experience for our customers and resolve potential issues.

Job overview:

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.

At Anthem, the team is comprised of the best and the brightest from diverse experiences, cultures, and backgrounds. The differences we each bring to the table are a part of what makes our company so successful.

Qualifications

  • High school diploma and 1 year of experience in customer service, including excellent communication both verbal and written and problem solving skills; or any combination of education and experience, which would provide an equivalent background.

  • 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 team mates 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.

What We Offer:

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. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 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.

To learn more about our company and apply, please visit us at careers.antheminc.com.

An Equal Opportunity Employer/Disability/Veteran.

REQNUMBER: PS45683

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