Customer Care Representative I

**Location** : This role enables associates to work virtually full-time, except for 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. Alternate locations may be considered if candidates reside within a commuting distance from an office. 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 accommodation is granted as required by law. **Hours** : You will be assigned a shift between 9:30 AM and 8:00 PM Eastern time. Please adjust for your time zone. The **Customer Care Representative I** is 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. **How You Will Make An Impact** * Responds to internal and external 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. * Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. * Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. * Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. * Performs other duties as assigned. **Minimum Qualifications** * 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. **Preferred Skills, Capabilities And Experiences** * Call center experience strongly preferred. * Experience working in a healthcare environment strongly preferred. * 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.