Cust Care Rep II- Job Family #19062

WellPoint is the nation's leading health benefits company serving the needs of approximately 28 million medical members nationwide.



Swing Shift position


 


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. 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. Performs other duties as assigned.

High school diploma or equivalent (GED) and generally 6-24 months experience in automated customer service environment, preferably in healthcare or insurance sector or equivalent combination of formal education and relevant experience.  Must pass pre-employment test battery for Customer Services.