Customer Care Representative I-III - Indianapolis, IN - 121773

Recruiter
Anthem, Inc
Location
Wallingford
Salary
Competitive
Posted
Oct 08, 2016
Closes
Oct 19, 2016
Industry
Education
Employer Type
Direct Employer
Employment Type
Permanent
Hours
Full Time
Customer Care Representative I-III:

* Manager will determine level based upon the selected applicant's skillset relative to the qualifications listed for this position.*

Description

Level I:

• Successfully completed 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.
• Required to meet department goals.

Level II:

• 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.
• Must be able to successfully perform all the duties of the Customer Care Rep I.
Primary duties may include, but are not limited to:
• 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.
• Required to meet department goals and expectations.

Level III:
• Reviews requests by mail, telephone, or in person regarding insurance claims/policies.
• Fully proficient in all key areas; performs many complex functions.
• Must be able to successfully perform all the duties of the Customer Care Rep II.
Primary duties may include, but are not limited to:
• Responds to inquiries from policyholders, providers and/or others for information and assistance.
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
• Required to meet department goals and expectations.



Qualifications

Level I:
• Requires a HS diploma or GED;
• up to 1 year of previous experience in an automated customer service environment;
• or any combination of education and experience, which would provide an equivalent background.

Level II:
• Requires a HS diploma or GED:
• 1 to 3 years of Anthem experience in an automated customer service environment;
• or any combination of education and experience, which would provide an equivalent background.

Level III:
• Requires a HS diploma or GED;
• 3 to 5 years of Anthem experience in an automated customer service environment;
• or any combination of education and experience, which would provide an equivalent background.


Anthem, Inc. is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine, and is a 2014 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company please visit us at antheminc.com/careers. EOE. M/F/Disability/Veteran.



**Job** *Customer Service*

**Title:** *Customer Care Representative I-III - Indianapolis, IN - 121773*

**Location:** *CT-Wallingford*

**Requisition ID:** *121773* 8847d5884a514b19b1cd765d8b55329b

Company Description:

We recently changed our name from WellPoint to Anthem, Inc., the name people know us by best. As our companies continue to take a more active role in helping people access the right health care and programs, going by a name that people know and trust is important.

Anthem, Inc. is one of the nation's leading health benefits insurer and a Fortune Top 50 company. At Anthem, Inc., we are working to transform health care with trusted and caring solutions and meaningfully advance affordability and better health outcomes for our health plan members. Nearly 69 million people are served by our affiliated companies including more than 37 million enrolled in our family of health plans.

  • One in nine Americans receives coverage for their medical care through Anthem's affiliated plans.
  • We offer a broad range of medical and specialty products.

Bring your expertise to our innovative, achievement-driven culture, and you will discover lasting rewards and the opportunity to help drive the future of health care.

Anthem, Inc. is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine and is a 2014 DiversityInc magazine Top 50 Company for Diversity. To learn more about our co