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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.
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.
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.
Outbound calls are conducted in the ZipDrug business area.
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.
Requirements
Strong oral, written, and interpersonal communication skills.
Problem-solving skills.
Facilitation skills.
Analytical skills.
Benefits
Comprehensive benefits package.
Incentive and recognition programs.
Equity stock purchase.
401k contribution (all benefits are subject to eligibility requirements).
