Customer care representative - bilingual

Customer Care Representative II - Bilingual

Location: Virtual, this role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. This approach promotes productivity, supports work-life integration, and ensures essential face-to-face onboarding and skill development.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

Hours: Monday - Friday, 8:30 am - 5:00 pm PST.

The Customer Care Representative II - Bilingual 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 function.

How will you make an impact:

• 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.

• Seeks, understands and responds to the needs and expectations of internal and external customers.

Minimum Requirements:

• 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.

• Bilingual (Spanish) or multi-language skills required.

• Must be able to pass a validated language test/assessment.

Preferred Skills, Capabilities and Qualifications:

• 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.

• Due to the nature of the Behavioral Health Resource Center and Employee Assistance Program, candidates must display the ability to show empathy to callers and be able to focus on listening to callers' needs.

• Previous experience with use of computers as it pertains to typing, learning new systems and ability to use some Microsoft products.

• Candidate must be able to follow all procedures as outlined in job aids and other forms of communication.

• Ability to work independently and are able to de-escalate callers as needed.

• Work using PC and entering data using different programs from EAP HIP, BH HIP, Genesys Cloud, WGS, Member 360 to Microsoft Word, Outlook, Excel and other systems needed to complete requests.

• This position is defined as remote, or work-from-home, however you may need to report into a local office periodically.

For candidates working in person or virtually in the below location(s), the salary* range for this specific position is $16.66 to $31.57

Locations : California, Colorado, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Washington State

In addition to your salary, Elevance Health offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

*The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. 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, paid time off, stock, 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.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

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.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact [email protected] for assistance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.